SERVICE DESCRIPTION: Optus Mobile Device Management Services
This Service Description forms part of the Optus General Terms and Standard Form of Agreement pursuant to the Telecommunications Legislation.
This Service Description for Mobile Device Management comprises the following Parts:
· Part 1: Service Family Terms (applicable to all Optus Mobile Device Management Services); and
· Part 2: Service Option Terms.
The Service Option Terms are separate terms applicable to each of the following Service Options and are to be read in conjunction with both the General Terms and the Service Family Terms:
· Mobile Device Management Service
SERVICE FAMILY TERMS: Optus Mobile Device Management Services
If there is any inconsistency between the terms of the documents that form the Agreement, they will be interpreted in the following order of precedence: the Standard Pricing Table, the Service Option Terms of the Service Description, the Service Family Terms of the Service Description, the General Terms and the Application, except to the extent of any inconsistency in pricing (in which case the Application overrides the Standard Pricing Table).
1. SERVICE FAMILY
1.1 Service Description
The Optus Mobile Device Management Services allow your organisation to manage their mobile devices.
1.2 Optus Group Company
The Optus Mobile Device Management Services are supplied by the following Optus Group Company:
· Optus Mobiles Pty Ltd (ABN 65 054 365 696) if the Agreement was executed or renewed by the parties on or before 30 June 2015; and
· Optus Networks Pty Limited (ABN 92 008 570 330) if the Agreement was executed or renewed by the parties after 30 June 2015.
1.3 Separate supply of mobile devices and digital services
The supply of mobile devices is not covered by this Service Description and you will need to purchase these separately.
2. SERVICE OPTIONS
2.1 Service Options
· Mobile Device Management Service
each a “Service”
2.2 Selecting Service Options
Some Service Options can only be provided to you on the basis that you also acquire other Service Options. Service Options which are prerequisites to other Service Options are noted in the Service Option Terms as ‘Related Service Options’. Information on prerequisite Service Options is contained in the Application or as advised by Optus when you lodge the Application.
3. CANCELLATION FEE
3.1 Where your Service or Individual Service is cancelled during the Committed Term and a Cancellation Fee is payable under the General Terms, you will need to pay us an amount equal to the net present value of:
(a) the profit component of all amounts that would have been payable in respect of the monthly recurring charge for the relevant Individual Service for the remainder of the Committed Term from the date cancellation takes effect; plus
(b) all amounts that will be incurred by Optus as a result of the cancellation; plus
(c) any unavoidable third party costs that will be incurred by Optus, in respect of the relevant Individual Service for the remainder of the Committed Term from the date cancellation takes effect;
unless a different formula or a specified amount is otherwise expressly provided in the Standard Pricing Table or your Application.
4. SUPPLY, USAGE AND FUNCTIONALITY
4.1 Service Provision
(a) Your Application will contain your selected Service Option(s), a Target Service Start Date (where applicable), the charges, and any applicable features and characteristics.
(b) The Service Start Date for Optus Mobile Device Management Service is deemed to occur on the earlier of:
(i) the date the Optus Mobile Device Management Service software has been installed on your infrastructure (or the hosted infrastructure if applicable); and
(ii) 60 days after you have signed your Application.
5. FAULT REPORTING
5.1 Fault Reporting
(a) As soon as you become aware of any Fault in the Service, you must report that Fault to Optus by telephoning the number notified to you by Optus from time to time.
(b) Before reporting a Fault to Optus, you must take all reasonable steps to ensure that the Fault is not attributable to an Excluded Event. If Optus determines that the Fault is attributable to an Excluded Event, Optus may charge you for reasonable costs incurred in the investigation of the Fault, and if you require Optus to rectify the Fault attributable to the Excluded Event.
6. DEFINITIONS
Terms not defined in these Service Family Terms are as defined in the General Terms, unless inconsistent with the context.
Critical Fault means total loss of the Service of a fault renders the Service unusable, or any Fault which poses a hazard to the safety of your or Optus’ employees or contractors or the public in general;
Excluded Event means a breach of the Agreement by you, an act or omission of you or any of your Personnel or an End User, or a failure of your equipment.
Fault means a Critical Fault, Major Fault, or Minor Fault;
Major Fault means partial loss of a service, or a fault that renders the service impaired but still useable
Minor Fault means:
(a) anomalies in performance;
(b) non-service effecting alarms; or
(c) general technical queries on the Service.
Related Service Option means those Service Options that are pre-requisites to obtaining the relevant Service;
Service Description means the Service Family Terms and Service Option Terms applicable to the Optus Mobile Device Management Services.
Service Feature means an associated service which will incur a specific charge and which must be selected by you in your Application. The availability of a Service Feature is dependent on the Service Option you select and the relevant Service Option Terms
Service Family Terms mean the terms applicable to all Service Options set out in Part 1 of this Service Description.
Service Options means the service options detailed at the beginning of this Service Description.
Service Option Terms mean the terms applicable to each Service Option set out in Part 2 of this Service Description.
Service Outage occurs when there is a loss of connectivity over the Optus Network solely caused by Optus' act or omission and that is not an Excluded Outage.
Target Service Start Date means the date, if any, requested by you and/or estimated by Optus and agreed between the parties, as the target date on which the service is intended to be activated and supplied to you, as specified in the Application or as otherwise agreed with you in writing during the kick off meeting.
SERVICE OPTION TERMS
Service Option: Mobile Device Management (MDM)
This Service Option forms part of the Optus Mobile Device Management Services.
The Service Description for the Optus Mobile Device Management Services comprises the following Parts:
· Part 1: Service Family Terms (applicable to all Optus Mobile Device Management Services); and
· Part 2: The Service Option Terms.
The Service Option Terms are separate terms applicable to each of the Service Options and are to be read in conjunction with both the General Terms and the Service Family Terms:
1. DESCRIPTION OF THE SERVICE OPTION
1.1 Service Option Description
The Mobile Device Management (MDM) Service is a software solution that allows you to define and apply security policies and application settings on Supported Mobile Devices, and maintain a database of Supported Mobile Devices.
1.2 Optus Group Company
The Optus Mobile Device Management Service is supplied by Optus Networks Pty Limited (ABN 92 008 570 330), an Optus Group Company.
1.3 Third Party Software
The Optus Mobile Device Management Services includes the on-supply of third party software as part of this Service. The licensor of the relevant third party software is MobileIron, Inc. (a Delaware corporation having a place of business at 415 East Middlefield Road, Mountain View, CA 94043).
2. SUPPLY, USAGE AND FUNCTIONALITY
2.1 The Optus MDM Service is provided as an on-premise solution, which means you are required to ensure that your own infrastructure meets the Minimum System and Network Requirements prior to the installation of the Optus MDM software being completed. It is your responsibility to ensure your environment is ready when you sign the Agreement or your installation will be delayed or not installed at all. If you would prefer for your Optus MDM Service to be hosted instead, you must advise your Optus Account Manager before signing your Agreement. There are various deployment options for the Optus MDM Service which will incur additional recurring monthly charges. You may also request a Connected Cloud hosted option, subject to availability on a case by case basis, as determined by Optus.
2.2 The Optus MDM Service consists of:
(a) Device Administration Software – using Linux (CentOS) that runs on a computing environment allowing you to define and administer Device Policy and maintain a database of supported mobile devices. The Device Administration Software consists of one mandatory component (and four optional components) that operate as either physical or virtual appliances:
(i) MobileIron Core (“Core”) appliance hosts the day-to-day administrative web portal and provides a database for all devices registered and Device Policy settings.
(ii) Connector (optional) - provides a cloud hosted Core (i.e. a Connected Cloud deployment) with a secure certificate based tunnel in order to integrate with Active Directory/LDAP. This tunnel is created as an outbound only tunnel between the customer network and the hosted Core. Some customers may use the Connector to secure inter-DMZ AD/LDAP traffic even when the Core is on-premise.
(iii) Email Sentry (optional) – connects with Microsoft ActiveSync (email, contacts and calendar) enterprise server and acts as a front end to the exchange server.
(iv) App Sentry (optional) - provides a reverse proxy gateway function for AppConnect-enabled applications running on smartphone and tablet devices such as the MobileIron app and the integrated Sharepoint file viewer or MobileIron Web@Work browser. The App Sentry may be deployed as a physical hardware appliance or a virtual appliance. Sentry is placed inline between the mobile device and corporate network, usually into the DMZ. Policies defining AppConnect behaviour are created on the Core appliance.
(v) Atlas (optional) provides a delegated monitoring and administration interface to the Core. Atlas is often used as a helpdesk interface to the Core as the role delegation architecture allows for multi-dimensional role and group based visibility of devices as well as per group based actions (lock, unlock, locate, send message, etc).
(b) Client Application Software – mobile device management software that runs on Supported Mobile Devices to implement the policies you have set in the Device Administration Software.
(c) Installation, setup and maintenance on the Device Administration Software – Optus will install and configure the Software on your appliance, and provide access to any required or available Software Updates.
(d) Included Remote Training on the Device Administration Software – After installation, Optus will provide remote System Administrator training which includes:
(i) Customisation of Software to your organisations requirements (includes education on how to implement a maximum of 5 groups and 5 Device Policies). You can then proceed after the training to implement as many groups/policies thereafter depending on your organisational requirements;
(ii) 4 hours of server administration training(phone and web-based training for up to 3 people); which includes device setup & configuration training (phone and web based training for setup of up to 15 devices). This shows System Administrators how to register devices and how to configure policies, groups and labels.
(e) Help Desk – the ability for your authorised System Administrator(s) to utilise and gain technical support for the Device Administration Software through Optus’ help desk during Australian Eastern Standard time (AEST) business hours of 8am-6pm weekdays (excluding public holidays) by phoning: 134 315. Technical support is only for Optus MDM fault related enquiries or issues that cannot be answered or solved by your System Administrator by utilising the administration guide which is both provided during training and can be accessed at any time within the Device Administration Software. The customer should be aware that in order to troubleshoot during support, Optus may require remote access to your servers.
2.3 Device Administration Software functionality
Table 1 below identifies the Service Feature inclusions for each of the licence types that are available to purchase (EMM Silver, EMM Gold and EMM Platinum). This is current as at the date of initial publication of this Service Description. The available functions may change over time and an up to date list of available functions can be accessed at www.mobileiron.com. Some features and functionality may not be available on some Mobile Devices (see Supported Mobile Device & Account Requirements at http://www.mobileiron.com/en/multi-os-management/multi-os-management-overview) .
Table 1 - Licence TypeService Feature / EMM Silver / EMM Gold / EMM Platinum
Core / ü / ü / ü
Email Sentry / ü / ü / ü
App Sentry / ü * / ü *
Apps@Work / ü / ü / ü
AppConnect / ü / ü
Docs@Work / ü / ü
Web@Work / ü / ü
Help@Work / ü
Tunnel / ü
Kerberos Proxy
(Identity@Work) / ü
Dataview App / ü
*If you are upgrading from EMM Silver to EMM Gold or EMM Platinum, you will be required to purchase the setup and installation of a single App Sentry (see Standard Pricing Table).
3. YOUR EQUIPMENT AND NETWORK CONNECTIVITY – MINIMUM REQUIREMENTS
The minimum technical requirements for setup of your infrastructure are based on the Service Feature chosen above (i.e. EMM Silver, EMM Gold or EMM Platinum). These requirements will be provided to you during your kick off meeting which occurs after you have sent through your completed technical questionnaire (“Minimum System and Network Connectivity Requirements”).
3.1 Minimum Requirement for the Device Administration Software:
(a) The Device Administration Software must be installed on a computing appliance conforming to the Minimum System and Network Connectivity Requirement. If your computing environment does not meet the Minimum System and Network Connectivity Requirement at the time of installation, the Software installation will either be significantly delayed or unable to be installed at all.
(b) The installation of the Device Administration Software will be provided by an authorised Optus technician remotely via Internet access. You are responsible to ensure that remote Internet access is available and working to enable the Optus technician to install the Software; otherwise you will not be able to successfully use the Service.