statement of work client virtualization proof of · pdf fileclient-virtualization proof of...

STATEMENT OF WORK

CLIENT VIRTUALIZATION

PROOF OF CONCEPT

PREPARED FOR: ________________________________________

PREPARED BY: _______________________________

PROPOSAL EXPIRATION: ______________

Client-Virtualization Proof of Concept

CV_POC v3.0 2

Company Information Address: _____________________________ City: _________________________ State: ___________ Customer Name: _______________________ Title: ______________________________ (Herein after called “Customer”)

Project Manager: Name: _______________________________ Company: ____________________________ Title: _________________________________ Services Delivered in Scope, On Time and in Budget! As every Customer environment is unique, so is every Statement of Work (SOW). We expect the modification of this SOW in order to meet the Technical, Timeframe and Budgetary requirements of each Customer. It is imperative, to meet our objective, Customer Satisfaction, that all Customer requested modifications are properly tracked and managed.

The notation of a Revision in the chart below will designate that in Section 7, the Change Control Process of this SOW, each specific Customer requested modification to this document is detailed. The utilization of this management process has greatly increased communication and overall Customer satisfaction by reducing project scope creep that results in costly budgetary over-runs.

If any Customer requested modifications are considered ‘out of scope’ to this SOW, additional fees may apply. All changes to this SOW, with or without any additional costs, will require full Customer approval and sign-off. Any costs associated with these changes are detailed in Section 3, Time and Materials Investment.

Revision History

Revision Date Revised by Comments Regarding Revision

Confidentiality Statement: The information contained in this Proposal is confidential, proprietary and for the sole use of the Partner. Any reproduction of this document, in part or in its entirety, without written consent is prohibited. This Statement of Work (SOW) Proposal created on the designated date above is between the Customer and the Partner Companies designated on the cover page.

Partner Information: Company: ________________________________ Contact: _________________________________ Title: ____________________________________ (Herein after called “Partner”)

Proposal Creation Date: _____________________ Proposal Created By: ________________________


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1. Proposal Overview Customer is looking to leverage a Virtual Infrastructure to reduce costs and has requested the execution of a Proof of Concept (POC) to identify if they can leverage the inherent benefits of a virtualization platform.

The POC parameters include the following: Deployment of a single (1) Image for a Client Virtualization technology defined by the Customer

o Deployed into a non-production, test environment o Period of up to twenty-five (25) days

Define up to four (4) Applications to be run on the Image Test User group will have no more than four (4) participants during the period of this POC. Define and execute specific tasks to assess the viability for this potential solution.

Customer requested changes, alterations or customizations considered ‘out of scope’ to this SOW must follow the Change Order process defined in Section 7. Additional fees and expenses required to complete the Change Order is in Section 3.

2. Our ‘Lifecycle’ Approach Partner executes each engagement with a structured ‘Lifecycle’ methodology that defines the roles, responsibilities, objectives and expected outcomes which is to ultimately prove the validity of the solution design to enable full deployment of a Customer’s Client Virtualization solution.

There is constant review of all previously accepted information with the Customer as we execute this ’Lifecycle’ methodology to ensure the facts still hold true as this SOW progresses. This methodology allows us to assure our Customer achieves and even exceeds their goals through appropriate adjustments during the execution of this SOW that minimizes any “surprises” in either scope or cost that plague many services engagements.

Upon the initiation of this engagement, the engineer(s) map the phase review meetings to calendar dates for both parties to approve during the initial project planning exercise. Communication and expectation are the most important success factors.

Please note that once the approved SOW in the midst of execution, that the adding/deleting/changing of defined tasks requires the Change Order process as defined in Section 7 prior to the initiation of services; in or out of scope. Any changes could, but not necessarily, require additional costs to the overall project and is subject to Customer approval.

3. Investment This project will include project management, all the scoped deliverables defined in Section 5 of this SOW, executed using best practices.

Remote execution of all SOW defined services will keep project costs lower unless otherwise defined in this SOW. As there may be a requirement for on-site visitation to the single customer location, the Customer upon project completion, pays all travel expenses for these services at cost. If required, we can provide an estimation of reasonable expenditures.

Item/Description Investment

Professional Services

Travel (estimated)

Costs associated with change / customization requests (Section 7)

Total Investment:


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4. Professional Business References for Completed Services Upon successful completion and with the Customer satisfied with the results of this engagement, we humbly request their participation in the Customer Reference Program. The design of this reference program is to allow Customers to discuss the positive attributes of their engagement in a format they are most comfortable.

Many companies have rules and restrictions regarding public references so we have many different reference levels in which to participate that meet many of the restrictions today. The levels are:

Reference Type Description Personal Reference Willing to be an occasional anonymous reference; will talk with prospect

Reference Quotation How We addressed your business challenges and results achieved Anonymous Reference Use as illustrated reference in a Customer sales presentation

Sales Reference call Participate in a call with a Prospective client Case Study Interview with writer, review and approve the final published Success Story

5. Client Virtualization Assessment Service Features Our Client Virtualization POC will help enable your current infrastructure, identify the technology changes required for your current environment, plan those changes that will better enable cost controls and enhance performance. As every environment is different, so each POC is a one of a kind, custom engagement requiring the plan and execution of our Lifecycle methodology.

The Partner, through its employees or agents, shall provide to Customer the services described as follows. These services are inclusive of the scope of this SOW. Any additional services, requested or deemed necessary, require a mutually executed Change Order (Attachment A) prior to the initiation of such out-of-scope services.

5.1 Phase 1: Project Planning In the event that a Partner Assessment was completed, results, recommendations and a conversation regarding the POC timeline was completed. Then that POC Timeline document will be the starting point for all conversations in this Project Planning Phase 1 in which we will define a plan to implement an appropriate POC tailored to the environment and will serve as the starting point for any future Pilot and Deployment project work.

A Certified Virtualization Sales representative or engineer will conduct this meeting to gain consensus on success criteria, set expectations for all services, confirm completed pre-installation checklist and all prerequisites for service that need to be addressed based on best practices, during this POC.

A meeting with all Parties will be performed at a mutually agreed upon time during normal weekday business hours of 8:00 am to 5:00 pm in the appropriate time zone.

The following defines the general methodology to make this an effective planning meeting for all parties. Define key stakeholders

o Set date and time for discussions Discuss and define

o Customizations or special requests o Changes or alterations to the Assumptions / Deliverables o Customer Reference potential after successful engagement

Perform interviews with IT staff o Confirm all applications are win7/XP compatible o Domain credentials and LAN Topology; access to remote sites will be identified o Workflow on systems Critical business times

o Review network considerations Proxies, firewalls, VLAN’s, WAN interfaces


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ICMP policy Virtualization Testing Goals

o Determination of Images Define the number of Images to be deployed for this POC one (1) or two (2) Define the specific applications to be deployed on the Images

No more than four (4) Applications from the list detailed in Appendix A No more than two (2) of the same Applications can be run on each Image Insure that assuming compatibility is not an issue before final decision on applications

o Define Criteria for success What will make this test successful for the customer Define the top 3 expectations that need to be met Define the ground rules for a final decision

Additional challenging topics for conversation, are we to assist in addressing these? o Disaster Recovery / Business Continuity o Centralized Management o High Availability o Data Protection o Dedicated CPU or memory resources

Phase 1 deliverables are: Onsite / remote client meeting Develop a Project Test plan for the virtualization environment used to manage the engagement. Present a Project Plan to be signed and executed by Customer for POC Define timeline for signed SOW and initial start date so we are prepared to execute

5.2 Phase 2: Deployment and Configuration of POC Upon receiving the signed Project Plan from the Customer, we will deploy the POC within the Customer environment per the defined timeline. The deployment of a single (1) Image of the Customer’s preferred Client Virtualization Platform with up to four (4) users will be specifically configured to meet the Customer’s defined success criteria.

This intention of this POC will be to test the client virtualization design based upon the usage metrics of the Assessment. The POC will assess the perspective of the functionality while properly addressing a broad set of operational and security requirements intended to determine the best environment to handle a new implementation of client virtualization that will improve productivity and reduce costs.

The deliverables for Phase 2 are: Up to 5 Meetings

o Before execution of and during POC to ensure that all expectations are being met o Confirm test plan for the virtualization environment o To address any changes that may be required during this POC

Review . . . o Virtualization hosting infrastructure to validate it is capable of supporting a POC o Storage review for connectivity to host (preinstalled) o Use server template provided for Windows 2008R2 servers (preinstalled by or existing at the end user)

Create a POC Environments o Build for each Client Virtualization POC environment Build up single (1) base Image Install the pre-determined applications customer chose to run on Images There will be no more than 4 applications run per image.

o Test users Images and the POC server


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o Test connectivity to applications via Test user account(s) o Document any anomalies during the test o Create a VMware View POC Environment Installation and configuration of Stand-alone VMWare View environment (vCenter, Connection Server,

and Composer) No user test group

o Create a XenDesktop POC Environment Installation and configuration of Connection Broker on a single test server (licensing, web interface,

provisioning server) No user test group

o Support of as built POC environment for up to one (1) month o Correct issues if support and remediation issues are identified and within the scope of the project o Provide "as built" Documentation

5.3 Phase 3: Results, Review Recommendations and Next Steps Our final step is to review all the final feedback from the Test user Group, discuss the potential changes required to achieve our common goal of a successful and scalable Client Virtualization solution.

It is as this time that the Client Virtualization Pilot to Deployment plan will be discussed, defined, approved and dates set to insure a timely execution.

Phase 3 – Action Items Final criteria review, testing results, feedback and solution determination Project plan that defines the full production deployment of Client Virtualization environment

o Set timeline and dates for final production deployment o Set meeting date to discuss final production deployment for sign-off.

Customer Reference Program conversation for Pilot Phase completion Phase 3 – Deliverables Decision on Customer Reference Program participation for Pilot phase Informal transfer of knowledge of the Desktop solution to Customer's staff Updated Project Plan and SOW for full deployment of solution

6. Assumptions, Roles and Responsibilities The assumptions below are the basis for the project timeframe and fees associated with this SOW. Certain assumptions presented in this document and can be amended based on information provided by the Customer during the initial interview process. Any significant change to these assumptions can have an impact on the estimates of time and resource allocations for this project. We address these through the Change Control Process detailed in Section 7.

Should any element(s) of these assumptions change due to a request, it may require additional fees. All Parties will receive, agree upon and approve the changes to complete this SOW.

Partner must adhere to the SIP Program Code of Conduct.

General Assumptions, agreed upon by all parties: Personnel requests to perform, nor volunteer to perform, engineering and/or consulting tasks that lie outside the

skill sets and experience of personnel or the scope of work. No overtime services are authorized under this SOW without a signed change order. “Overtime” is defined as any

work performed outside the hours of 8:00 AM to 5:00 PM local time and all work outside these hours, unless specifically stated in this SOW will be charged by the hour multiplied by the then current hourly overtime rate.

All project activities are executed at a single Customer location unless otherwise defined by this SOW. All equipment used by vendor(s) or Partner, as part of SOW must be virus free and compliant with the Customer's

security Policies.


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Delivery of all documentation will be within thirty (30) days after the completion of the project. The project will be deemed complete by all parties when (i) the services detailed in the included services section of

this SOW are complete or (ii) all parties agree that completion of the project is no longer possible or required or (iii) the Customer provides the final sign-off on the completed project.

Partner will: Assign the correct level of consultant to complete the project in a professional manner. Work diligently and professionally with the Customer to identify the specific requirements and goals so that we can

successful achieve the project results in the anticipated timeframe. Create a final SOW that properly outlines the expectations of the project. Provide a cohesive billing statement and discuss any next steps

Partner will not: Develop applications as a part of this SOW. Except to the extent that conduct constitutes willful misconduct or gross negligence, be responsible for lost data. Be responsible for delays or failures to perform the above stated services if caused by the Customer’s inability to

supply, in a timely manner, all materials, the scheduling of key personnel interviews, content and information required to complete the services including but not exclusive to systems, personnel or environmental causes or in receiving data from Customer.

Customer will: Provide a technical point of contact for the duration of this project. Make the necessary key personnel available for the interviews. Perform a full, working backup of their entire network and all systems prior to the commencement of any services

to insure the proper protection of their data. Provide personnel during the process who will be responsible for providing application or technology expertise

beyond the normal default installation procedures of the application or technology. Provide detailed and accurate information regarding their current network environment including the technical

configuration of the domain environment and all inventories required in the initial interviews to properly scope this project.

Provide a safe, sound working environment with the necessary hardware (data collector), make the necessary key personnel available for the interviews, all required inventory lists (.CSV file) and to provide detailed and accurate information regarding their current network environment including the technical configuration of the domain environment as to allow for the successful completion of the project.

Provide an adequate working space, a functioning Local and/or Wide Area Network with all network addressing (for example TCP/IP Addresses, access to an outside telephone line for the Partner Consultant for the duration of the project.

Unless otherwise specified, provide all equipment for adequate testing of the system to obtain project sign-off. This includes a sufficient number of PCs (with operating systems loaded and functional), the ability to simulate appropriate access requirements, printers, user applications tasks, and testing personnel.

Provide proper power, hardware sufficient to support the components, all software licenses (except as noted above), an adequate archival backup solution and any additional parts for completion of project, including drivers and any additional environmental requirements.

Software, licensing, and documentation on original media for operating system, printers and for all installed applications

Make the necessary administrative usernames and passwords available to the engineer as well as providing remote access to the data collector throughout the collection period.

If required, be responsible for the coordination, management and selection of the test user group that will follow the test script at specified preset times, in order to allow performance and functionality monitoring of the installed solution.


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If required, be responsible for generating a robust test script the selected test group will follow to simulate normal daily use.

Spend time at end of engagement, spend time reviewing the final documentation and agree upon and future steps. Sign-off on the correct billing provided by Partner and pay invoice Net 30

7. Change Control Process for this SOW All parties may request an alteration to the terms, change of assumptions or the customization of specific deliverables that will define this SOW.

Only for the initial submission of this SOW to Partner can there be up to three (3) initial SOW change requests.

Change Request #1

Change Request #2

Change Request #3

What is the change process of an approved SOW or one that is currently in the process of execution?

The Statement of Work (SOW) Change Request Form (Attachment 1) is the only method to request a change to a SOW. There are two (2) types of change requests:

No-Cost: A change request that does not alter the costs for this engagement, then the approval is in the sole discretion of the Partner Project Manager.

Cost: All parties will receive a notification of any cost increase that results from a change request. The change request approval happens only upon the Customer's signature of acceptance of the notification.

When the Project Manager receives the signed notification, the amended SOW is sent to Customer for signature. The Customer will sign, scan and return via email to Partner the updated SOW along with any required purchase order if necessary. There are no obligations for any changes not authorized by a purchase order.

8. Project Management Partner will assign a Project Manager to this project to act as the single point of contact, be responsible for scheduling the project, handling all project management and communications.

9. Scheduling Partner will schedule services for this engagement only upon receipt of this signed SOW. Scheduling is generally a minimum of two (2) weeks out from date of receipt of signed SOW.


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10. Documentation Delivery Schedule The Customer shall receive the Analysis Document within fifteen (15) business days after the completion of the Assessment.

11. Engagement Location & Contact Information

Customer Location(s): Location Contact(s)

12. Signatures for Acceptance of this SOW All parties agree that once this SOW has been signed below by both parties with the facsimile or scanned copy of an original signature is as effective as an original signature. Only upon the receipt of this signed document will the SOW be considered fully executed and services will be scheduled with the Customer unless otherwise defined by fee and payment schedule.

This signature is for the acceptance, not completion, of the work detailed in this SOW by the Customer.

Customer Representative (Print Name): ___________________________________

Customer Representative Title: ___________________________________________

Customer Representative (Signature): _______________________________________ Date Signed: _______________

Partner Representative (Print Name): _____________________________________

Partner Representative Title: _____________________________________________

Partner Representative (Signature): _________________________________________ Date Signed: _______________

The Partner Services Manager received the completed SOW on ____________________


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13. Final Sign-off Completion of SOW

This signature designates the final sign-off on the completion of this SOW by the Customer.

Customer Representative (Print Name): ___________________________________

Customer Representative Title: ___________________________________________

Customer Representative (Signature): _______________________________________ Date Signed: _______________

Partner Representative (Print Name): _____________________________________

Partner Representative Title: _____________________________________________

Partner Representative (Signature): _________________________________________ Date Signed: _______________

The Partner Project Manager received this engagement’s final sign-off on ____________________


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14. Terms and Conditions

By accepting this Statement of Work (“Agreement”), Customer (Client) agrees to the following terms and conditions:

1. SCOPE OF AGREEMENT. This agreement is based upon the use of straight time labor only. Items not explicitly stated in this agreement are not included.

2. INVOICE AND PAYMENTS. Upon acceptance of this proposal, Partner will invoice the purchaser 50% (1/2) of the services portion of the contract. This portion will be due and payable prior to Partner scheduling service delivery. On project with a services content of greater than, $10,000, Partner will invoice a progress payment of an additional 30% of the services fee at the midpoint of the project. This payment is due immediately upon receipt. All unbilled services will be invoiced upon completion of the project and are due immediately upon receipt. Product sales will be invoiced at the time of proposal acceptance and are due Net 30. Certain product sales will require a down payment as specified in the proposal. Support contracts will be invoiced per the terms of the agreement and are due Net 30.

3. MATERIALS. If the materials or equipment included in this proposal become temporarily or permanently unavailable for reasons beyond the control and without the fault of Partner, then in the case of such temporary unavailability, the time for performance of the work shall be extended to the extent thereof, and in the case of permanent unavailability, Partner shall (a) be excused from furnishing said materials or equipment, and (b) be reimbursed for the difference between the cost of the materials or equipment permanently unavailable and the cost of a reasonably available substitute therefore.

4. PRODUCT WARRANTY. Partner warrants that for equipment furnished by Partner, Partner will extend the same warranty terms and conditions which Partner receives from the manufacturer of said equipment. All transportation charges incurred in connection with the warranty or equipment shall be borne by the Customer. These warranties do not extend to any equipment which has been repaired by others, abused, altered or misused, or which has not been properly and reasonably maintained. THESE WARRANTIES ARE IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THOSE OF MERCHANTABILITY AND FITNESS FOR A SPECIFIC PURPOSE.

5. SERVICE WARRANTY. Partner warrants that it will perform its services on a reasonable professional efforts basis and will use due professional care and competence in the performance of the services. Partner also warrants its services for the duration of the project period as defined in the Project Plan. This warranty specifically excludes problems arising from (i) changes to Partner’ deliverables by Customer or its third party designees; (ii) any maintenance performed on the deliverables by or on behalf of Customer; (iii) the installation, update, modification or removal of any third party software applications or tools that interact with the deliverables; (iv) the installation, update, modification or removal of any custom-developed software programs, applications, or tools that interact with the deliverables; (v) the installation, update, modification or removal of any hardware that interacts with the deliverables; (vi) the use, operation or combination of the deliverables with non-Partner programs, data, equipment or documentation if such infringement would have been avoided but for such use, operation or combination; or (vii) the non-compliance with Partner’ designs, specifications or instructions. Any breach of the above warranty must be notified to Partner within (24) hours of occurrence. In the event of such breach, Customer exclusive remedy, and Partner ‘sole liability, shall be the re-performance of the deficient services. If Partner is unable to re-perform the deficient services as warranted, Customer exclusive remedy for breach of this warranty shall be timely re-performance of the work by Partner such that the warranty is met. If a problem is determined not to have resulted from a breach of the foregoing warranty, Customer shall pay Partner on a time and materials basis for Partner’ efforts in investigating the alleged deficiency. THE WARRANTIES SET FORTH IN THIS PARAGRAPH ARE IN LIEU OF ALL OTHER WARRANTIES, EXPRESS, OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

6. LIABILITY. Partner shall not be liable for any special, indirect, or consequential damages arising in any manner from the equipment or material furnished or the work performed pursuant to this agreement.

7. TAXES. The price of this agreement does not include duties, sales, use, excise, or other taxes, unless required by federal, state, or local law. Customer shall pay, in addition to the stated price, all taxes not legally required to be paid by Partner or,


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alternatively, shall provide Partner with acceptable tax exemption certificates. Partner shall provide Customer with any tax payment certificate upon request and after completion and acceptance of the work.

8. DELAYS. Partner shall not be liable for any delay in the performance of the work resulting from or attributed to acts of circumstance beyond Partner’ control, including but not limited to: acts of God, fire, riots, labor disputes, conditions of the premises, acts or omissions of the Customer, Owner, or other Contractors or delays caused by partners, resources, suppliers or subcontractors of Partner, etc.

9. COMPLIANCE WITH LAWS. Partner shall comply with all applicable federal, state, and local laws and regulations, and shall obtain all temporary licenses and permits required for the prosecution of the work. Licenses and permits a permanent nature shall be procured and paid for by the Customer.

10. DISPUTES. All disputes involving more than $5,000.00 shall be resolved by arbitration in accordance with the rules of the American Arbitration Association. The prevailing party shall recover all legal costs and attorney’s fees incurred as a result. Nothing here shall limit any rights under construction lien laws.

11. INSURANCE. Insurance coverage in excess of Partner’ standard limits will be furnished when requested and required. No credit will be given or premium paid by Partner for insurance afforded by others.

12. INDEMNITY. Customer and Partner (“Parties”) hereto agree to indemnify each other from any and all liabilities, claims, expenses, losses or damages, including attorneys’ fees which may arise in connection with the execution of the work herein specified and which are caused, in whole or in part, by the negligent act or omission of the indemnifying Party.

13. OCCUPATIONAL SAFETY AND HEALTH. The Parties hereto agree to notify each other immediately upon becoming aware of an inspection under, or any alleged violation of the Occupational Safety and Health Act relating in any way to the project or project site.

14. ENTIRE AGREEMENT. This proposal, upon acceptance, shall constitute the entire agreement between the parties and supersedes any prior representations or understandings.

15. CHANGES. No change or modification of any of the terms and conditions stated herein shall be binding upon Partner unless accepted by Partner in writing.

16. NO HIRE CLAUSE. Both parties recognize that each party and their affiliated companies have made substantial efforts and incurred substantial expense to recruit, employ and train personnel with whom each party and/or its employees may from time to time have contact. Both parties covenant and agree that so long as this Agreement is in effect and for a period of one year following its termination, they shall not, without the other's written consent, knowingly recruit or employ (or assist any other person in recruiting) any person who was employed by such party and/or any of its affiliated companies at any time which this Agreement was in effect in a position with which said party or any of its employees had contact.

17. CONFLICT. To the extent any term or provision contained in this Scope of Services Agreement conflicts with any term or provision contained in any other agreement or purchase order between the parties, then, in each such instance, the term or provision contained in this Scope of Services Agreement shall control and govern the subject matter thereof.

18. RESTOCKING FEE. Partner shall charge a 15% restocking fee on all returned merchandise.


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Statement of Work (SOW) Change Request Form Guidance for this form

This change request form is required for all SOW change requests.

All standard engagements are to utilize this form so we can easily address SOW changes in a timely manner.

Forms must be signed by Customer prior to submission as an acknowledgement that the requests are valid.

Date of signed SOW: _________________________ Project Name: ______________________________

Prepared By (Name): _________________________ Phone: ____________________________________

Customer Name: ____________________________ Location: __________________________________

Contact Name: ______________________________ Phone: ____________________________________

Email: ____________________________________ Partner Rep: _______________________________

Preliminary Information Request Date: _________________________ This change request applies to what type of SOW?

SOW in Negotiation Signed SOW but not yet executed In progress SOW

Does this Change Require (Check all that apply):

Corrective Action Preventative Action Defect Repair / Updates Site change requirements Other ______________________________

Define the Change(s) Being Requested:

Define the Reason(s) for the Change:

Change Category (Check all that apply):

Customization / Scope

Requirements / Deliverables

Schedule / Resources

Testing / Quality

Location

Cost

Other ____________________________


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Define Technical Requirement and potential Risks for this Change:

Define all Alternatives Considered:

Describe the Implications to Budget, Resources, Quality and Delivery Timeline:

I do hereby acknowledge the validity of this SOW Change Request. Submission Date: ____________________

Name (printed): _____________________________ Company: _____________________________

Signature: _________________________________ Title: _________________________________

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