BES12 Remote Health Assessment Program Description (“BES12 Remote Health Assessment Program Description”) NOTE: This document is provided for informational purposes only, and does not in itself constitute a binding legal document. BlackBerry assumes no responsibility for any typographical, technical or other inaccuracies in this document. BlackBerry reserves the right to periodically change information that is contained in this document; however, BlackBerry makes no commitment to provide any such changes, updates, enhancements or other additions to this document to you in a timely manner or at all. THERE ARE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE CONTENT OF THIS DOCUMENT, AND ALL INFORMATION PROVIDED HEREIN IS PROVIDED “AS IS”. EXCEPT AS EXPRESSLY AGREED TO BY BLACKBERRY IN AN AGREEMENT BETWEEN BLACKBERRY AND YOU FOR TECHNICAL SUPPORT, IN NO EVENT SHALL BLACKBERRY OR ANY OF ITS SHAREHOLDERS, AFFILIATES, DIRECTORS, OFFICERS, EMPLOYEES, AGENTS OR SUPPLIERS, BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT, SPECIAL OR CONSEQUENTIAL, PUNITIVE OR EXEMPLARY DAMAGES FOR ANY USE OF THIS DOCUMENT, INCLUDING WITHOUT LIMITATION, RELIANCE ON THE INFORMATION PRESENTED, LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION, ARISING IN CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE, EVEN IF RIM WAS EXPRESSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. © 2014 BlackBerry Limited. All rights reserved. BlackBerry®, BBM ™ and related trademarks, names and logos are the property of BlackBerry Limited and are registered and/or used in the U.S. and countries around the world. All other trademarks are the property of their respective owners. BlackBerry’s wireless handheld products, associated software and/or portions thereof are covered by various Canadian, U.S. and/or foreign granted patents, as well as currently pending patent applications around the world. BlackBerry Corporation 5000 Riverside Drive, Suite 100E Irving, TX, USA 75039 Tel: (972) 650-6126 Fax: (972) 650-2006 Web site: http://www.blackberry.com/ Email: info@blackberry.com BlackBerry Limited 2200 University Avenue East Waterloo, Ontario Canada N2K 0A7 Tel: (519) 888-7465 Fax: (519) 888-6906 Web site: http://www.blackberry.com/ Email: info@blackberry.com BlackBerry UK Limited 200 Slough Road Slough, Berkshire United Kingdom SL1 3XE Tel: +44 (0)1784 477465 Fax: +44 (0)1784 477455 Web site: http://www.blackberry.com/ Email: info@blackberry.com BES12 Remote Health Assessment Program Description, Page 1 of 3 Introduction The BES12 Remote Health Assessment Service provides your organization with an analysis of the status and health of your environment. BlackBerry will leverage a monitoring solution and BlackBerry systems to identify possible areas of concern and make recommendations for an optimization plan. Customers with a BlackBerry Technical Support Services (BTSS) subscription can use their normal channels for postengagement support. Service Features The BES12 Remote Health Assessment Service includes the following features: Service Feature Introduction Call Collect Data Conduct Data Analysis Description The BlackBerry Representative will: • Identify the project guidelines, including goals and objectives, define the environmental changes and begin planning the proposed implementation schedule. The customer is required to: • Provide information about your environments; • Provide architecture diagrams or other documentation where available; and • Have a Server Administrator attend and participate in the introduction call. The BlackBerry Representative will work with the customer to collect environmental information, including: • Physical data relating to the deployment of BES12 including but not limited to, Windows Server logs and BlackBerry Server Logs; • Connection Data, including (a) SRP data, including connections to the BlackBerry Infrastructure and (b) BCP data, including connections to BlackBerry 10, iOS, Windows Phone and Android Devices; • Firewall configurations; • Hardware specifications; • Software versions; • The types of BlackBerry licenses that you have acquired; • Device status for all devices connected to BES12; • BES Logs; and • BlackBerry Infrastructure Data. The customer is required to: • Upload Logs to a Secure BlackBerry Portal; • Provide BlackBerry with access to your systems to collect data; and • Provide BlackBerry with other data or information needed for the Health Assessment Service. The BlackBerry representative will conduct the data analysis, including: • Check the admin UI console to confirm if these connections are established currently with the BlackBerry infrastructure; • Determine if the firewalls are configured optimally and in accordance with BlackBerry documentation and recommendations; • Discuss your growth plans and determine if the current hardware is sufficient to support your current and future BES12 deployment; • Identify if there is an opportunity for you to upgrade software versions to improve your BES12 environment; • Identify opportunities or potential issues with your licenses, including (a) opportunities to upgrade licenses using software assurance entitlements (b) BES12 Remote Health Assessment Program Description, Page 2 of 3 • • • identifying temporary licenses that may be expired and impact end user usage, and (c) identify if there are unused licenses; Identify if there are inactive devices, provide the number of inactive devices, provide a list of inactive devices, and provide instructions to reactivate devices; Assess the BES performance and activity, and identify if there are any recurring issues or opportunities for improvement; and Provide you with a summary of the status indicators from the BlackBerry Infrastructure. The customer is required to: • Provide additional access or information to BlackBerry as needed to aid in the data analysis. Component The BlackBerry Representative will review: Level Review • The architecture of the BES5, 10, and 12 installation, including the servers, storage, and network access supporting BES12; • The configuration of the BES installation, including the high availability cluster and routers deployed in the DMZ; • The version and patching level of the BES12 installation; and • The SQL database to ensure it is suitably configured and sized in line with BlackBerry best practices. Report and Presentation of Findings Project Closing Meeting The customer is required to: • Provide additional access or information to BlackBerry as needed to aid in the component level review. The BlackBerry Representative will provide a report and presentation, containing: • A summary of the data that was collected; • A summary of the data analysis and recommendations; • Outcomes of the component level review; and • Recommendations to remediate any issues identified in any of the project phases. The customer is required to: • Attend the presentation (remote meeting/conference call); and • Review the report and ask for clarification if needed. The BlackBerry Representative will: • Close the project; • Assess customer satisfaction; • Summarize project results; and • Provide project records. The customer is required to: • Attend the closing meeting; • Provide feedback about the project experience; and • Provide customer satisfaction. BES12 Remote Health Assessment Program Description, Page 3 of 3