ConnectSolutions  Services  Description  Managed  Private  Cloud    

CoSo  FedRAMP  Moderate  environment  for  Adobe  Connect  

1 Summary  ConnectSolutions  Managed  Private  cloud  platform  delivers  an  innovative,  scalable  cloud  service  that  lowers  total  cost  of  Unified  Communications  ownership.    ConnectSolutions  combines  a  world-­‐class  private-­‐cloud  infrastructure  with  an  enterprise  managed  services  team  that  specializes  in  the  web  conferencing  and  unified  communications  needs  of  large  enterprise  and  mid-­‐market  organizations  as  well  as  government  agencies.    

Purpose-­‐built  for  the  virtual  classroom,  ConnectSolutions’  Adobe  Connect  solution  is  responsive,  comprehensive,  and  flexible.  And  because  it  is  privately  deployed  in  the  CoSo  Cloud,  it  offers  rock-­‐solid  reliability.  With  dashboards  and  reports  providing  a  broad  range  of  success  metrics  along  with  ConnectSolutions  premium  services  and  specialized  tools,  customers  get  unique  insight  into  everything  that  occurs  in  their  private  cloud.    ConnectSolutions  continually  works  to  improve  services  by  carefully  managing  Adobe  Connect  upgrades,  planning  routine  maintenance,  and  making  appropriate  infrastructure  upgrades.    ConnectSolutions  also  works  directly  with  customers  on  issues  and  best  practices  to  help  maintain  an  excellent  experience.  

Best  of  all,  ConnectSolutions  will  help  customize  Adobe  Connect  solutions  for  a  customer’s  individual  needs.  Customizations  can  include  single  sign-­‐on  (SSO),  Learning  Management  System  (LMS)  integrations,  Reporting  Service  Integrations,  and  Adobe  Connect  Central  User  Interface  customizations.  In  addition  to  these  software  integrations,  a  variety  of  telephony  integrations  are  also  available.    

   

2 ConnectSolutions  Services  Description  ConnectSolutions  will  manage  the  deployment  of  Customer’s  Adobe  Connect  License  in  ConnectSolutions’  Private  Cloud.    ConnectSolutions  enables  a  customer’s  Unified  Communication  and  Collaboration  (UC&C)  Programs  through  the  following  services:  

• CoSo  Cloud  • CoSo  Advise  • CoSo  Customize  • CoSo  Visualize  • CoSo  Resolve  

These  services  are  provided  on  a  subscription  basis  for  Service  Period.    Services  or  service  details  not  described  within  this  document  are  subject  to  the  ConnectSolutions’  Terms  of  Service  located  at  http://www.connectsolutions.com/terms-­‐of-­‐service/.  CoSo  Customize  services  are  not  included  and  will  require  additional  engagement  with  ConnectSolutions  Professional  Services  for  scoping  and  pricing.  

2.1 CoSo  Cloud    CoSo  Cloud  for  Adobe  Connect  will  manage  all  hardware,  firmware,  and  driver  versioning  on  Customer’s  behalf.  The  platform  offers  redundant  architecture  and  complete  storage  and  daily  backup  of  relevant  systems.    The  following  will  included  with  the  CoSo  Cloud  platform.  

URL  A  URL  from  the  connectsolutions.com  domain  is  optionally  provided  as  a  component  of  this  service.    Customers  may  have  their  Environment  Instance  hosted  on  a  URL  of  their  choosing  by  providing  SSL  certificates  and  configuration  for  the  designated  domain.    The  customer  is  responsible  for  all  certificate  and  configuration  expiry  and  related  Service  Availability  outages  if  the  customer  has  chosen  a  URL  not  on  the  *.connectsolutions.com  domain.  

Hardware  Management  ConnectSolutions  will  manage  all  hardware  including  hardware  installation,  maintenance,  technology  refreshment,  related  firmware  and  driver  versioning  and  updates,  monitoring,  configuration,  and  performance  tuning.  

Software  and  Application  Management  ConnectSolutions  will  manage  all  software  including  the  Adobe  Connect  software  and  related  components  such  as  Adobe  Flash  Media  Server  and  web  servers  as  well  as  Operating  Systems  and  other  relevant  software.    Software  management  allows  for  installation,  maintenance,  technology  update,  monitoring,  configuration,  and  performance  tuning.  

Adobe  Connect  Version  Customer  will  initially  be  deployed  on  the  approved,  stable  version  of  Adobe  Connect.    Changes  to  this  version  may  occur  through  upgrades  or  an  engagement  with  Professional  Services.    Non  approved  versions  are  subject  to  additional  cost.  

   

Application  Upgrades  Upgrades,  unless  otherwise  stated  in  Customer’s  contract,  are  not  included  and  will  be  priced,  planned  and  performed  by  the  ConnectSolutions  Professional  services  team.    Upon  Customer’s  request,  Professional  Services  will  work  with  the  Customer  to  schedule  and  plan  upgrades  of  the  Adobe  Connect  applications.      

Architecture  Management  ConnectSolutions  manages  an  architecture  of  redundant  systems  that  includes  databases,  load  balancers,  firewalls,  network  technology,  security  technology,  web  servers,  and  the  Adobe  Connect  application.    ConnectSolutions  handles  dependency  management,  scalability,  performance  tuning,  automation,  and  service  continuity.  

Location  This  is  the  region  in  which  the  Managed  Private  Cloud  Instance  of  Adobe  Connect  is  deployed.    The  available  locations  include  Americas,  Europe,  East  Asia,  and  U.S.  Government  Cloud.  

Environment  instances  (clusters,  servers)  The  customer  Environment  Instances  are  unique  deployments  of  Adobe  Connect  within  the  Managed  Private  Cloud  Services  and  includes  a  unique  Location,  Contracted  Capacity,  URL,  and  is  deployed  with  an  initial  Adobe  Connect  Version.    The  Environment  Instance  includes  a  Cluster  of  one  or  more  Adobe  Connect  Servers.    Customers  must  provide  an  Adobe  Connect  License  for  all  users  and  all  servers  deployed.  

Capacity  Capacity  is  defined  by  the  Contracted  Capacity  from  ConnectSolutions.    ConnectSolutions  will  take  into  account  the  customer  use  case  and  projected  total  concurrency.    Concurrency  applies  to  the  total  simultaneous  usage  for  all  forms  of  Adobe  Connect  connections  including  but  not  limited  to  Meetings,  Seminars,  Training,  Events,  Recordings,  and  On-­‐Demand  Content.    With  this  information,  ConnectSolutions  will  determine  the  correct  sizing  for  the  environment.    Contracted  Capacity  cannot  be  exceeded  regardless  of  the  customer’s  Adobe  Connect  User  licensing.  

Customer  Adobe  Connect  Licensed  Capacity  The  customer’s  Adobe  Connect  Licenses  are  purchased  by  the  customer  and  provided  to  ConnectSolutions  for  each  Environment  Instance.    Adobe  Connect  licenses  include  a  contracted  concurrency  from  Adobe.    In  general,  the  customers  would  buy  Adobe  Connect  licensing  to  match  the  contracted  Capacity  with  ConnectSolutions.    Adobe  Connect  Server  Licenses  are  also  required  for  each  Adobe  Connect  Server  in  a  Cluster.      

Monitoring  ConnectSolutions  tracks  Environment  Instance  access  from  multiple  locations  around  the  globe  from  both  within  ConnectSolutions  private-­‐cloud  and  from  outside  ConnectSolutions  private  cloud.    All  appropriate  Architecture,  Hardware,  Software,  and  Application  components  have  

   

functionality  and  performance  monitoring  as  well.    Monitoring  is  used  to  calculate  Service  Availability  information  and  drive  alerting  and  response.  

Automation  Controls  ConnectSolutions  employs  a  network  of  automated  software  agents  that  respond  to  Monitoring  thresholds  to  attempt  to  resolve  issues  pro-­‐actively  in  real-­‐time.    Automated  controls  change  over  time  as  new  issues  are  identified  and  deemed  appropriate  for  automation.  

Security  ConnectSolutions  provides  a  secure  data  center  with  physical  security,  environment  safeguards  against  fire,  smoke,  flood,  and  loss  of  power,  and  network  and  software  security.  

Storage  and  Backups  ConnectSolutions  provides  storage  and  backups  for  relevant  systems.    Storage  is  available  for  this  service  for  up  to  1  Terabyte  of  total  storage  used.    Backups  are  performed  on  the  Adobe  Connect  database  and  content  daily.    Backups  are  for  the  purpose  of  ConnectSolutions  recovery.  

Additional  Storage     Additional  storage  can  be  purchased  for  an  additional  fee  per  Terabyte.  

Adobe  Connect  Audio  ConnectSolutions  provides  access  to  the  following  audio  capabilities:  

VoIP  Adobe  Connect  enables  users  to  conduct  live  audio  conferences  with  meeting  participants  over  VoIP  no  dial-­‐in  required.  

Telephony  Adaptors  ConnectSolutions  provides  support  for  the  Adobe  Connect  Audio  Conferencing  Adaptors  for  PGi  and  MeetingOne.  The  telephony  adaptor  allows  meeting  hosts,  presenters,  and  participants  to  control  audio  conference  features  from  Adobe  Connect  meeting  rooms  

Universal  Voice  The  Universal  Voice  solution  in  Adobe  Connect  enables  users  to  conduct  a  live  audio  conferences  with  meeting  participants  over  VoIP.    Meeting  participants  can  bridge  the  audio  from  any  audio  conferencing  provider  into  an  Adobe  Connect  room  and  provide  two-­‐way  communication  between  VoIP  and  telephone  audio  to  deliver  richer  experiences  for  all  participants.  Five  simultaneous  connections  (call  paths)  are  included.    See  CoSo  customize  for  purchasing  additional  call  paths.  

Bandwidth  ConnectSolutions,  currently  does  not  put  limitations  on  bandwidth  consumption.  

Staging  Environment  For  an  additional  fee,  ConnectSolutions  can  provide  an  Adobe  Connect  staging  environment.    A  staging  environment  can  be  used  to  trial  Adobe  Connect  use  cases  and  features  as  well  as  for  Adobe  Connect  

   

application  upgrade  planning  and  release  testing.    A  staging  environment  uses  the  Adobe  Connect  License  from  a  production  Environment  Instance  and  therefore  cannot  be  used  for  any  production  program  efforts.    Additionally  the  Service  Level  Agreement  does  not  guarantee  the  availability  of  a  staging  environment.  

Global  Datacenter  Redundancy  and  Hot  Failover  ConnectSolutions  has  multiple  datacenter  locations  in  the  US  and  Globally.    ConnectSolutions  Professional  Services  will  engage  with  organizations  to  establish  a  redundant  environment  for  disaster  recovery  and/or  Hot  Failover.    This  will  be  priced  separately  from  the  standard  package.  

Service  Level  Agreement  ConnectSolutions’  objective  is  to  make  reasonable  efforts  to  provide  Service  Availability  of  99.9%  as  measured  on  a  monthly  basis  for  single-­‐server  deployments,  99.99%  as  measured  on  a  monthly  basis  for  multi-­‐server/clustered  deployments,  and  99.99%  for  CoSo  Cloud  for  Adobe  Connect  deployments  (in  each  case  “Service  Availability  Objective”).  Service  Availability  is  defined  as  the  time  that  the  Service  is  capable  of  receiving,  processing,  and  responding  to  requests  and  calculated  as  a  percentage  by  dividing  the  number  of  minutes  the  Service  is  available  during  the  applicable  month  minus  the  total  number  of  minutes  of  Downtime  (if  applicable)  experienced  by  all  users  in  a  given  calendar  month,  all  by  the  number  of  total  minutes  in  the  applicable  month,  excluding  (a)  Scheduled  Maintenance,  (b)  Emergency  Maintenance;  (c)  Customer  Error  Incidents,  (d)  Force  Majeure,  (e)  Adobe  Product  Defects  (f)  factors  outside  of  ConnectSolutions  reasonable  control,  and  (g)  errors  caused  by  Customers  exceeding  provisioned  capacity.  

Remedy  for  Failure  to  Achieve  Adobe  Connect  Service  Availability  Objective.  At  your  request  ConnectSolutions  will  calculate  your  Service  Availability  during  a  given  calendar  month.  In  the  event  that  the  Service  Availability  Objective  was  not  met  in  a  given  month,  then  for  each  day  in  such  month  that  the  duration  of  the  Service  unavailability  exceeds  four  (4)  continuous  hours,  you  are  entitled  to  receive  a  one  (1)  day  Service  credit  up  to  a  maximum  of  30  days,  subject  to  the  Agreement  and  requirements  of  this  Section  9  (Service  Level  Agreement).  

The  customer  can  request  a  monthly  usage  report  that  contains  monthly  uptime  numbers.  

2.2 CoSo  Advise    The  ConnectSolutions  Customer  Success  team  will  assist  an  organization  to  get  a  jump-­‐start  on  achieving  their  business  goals  with  Unified  Communication  and  Collaboration  (UC&C)  by  working  with  a  dedicated  the  Customer  Success  Team.    The  ConnectSolutions  Customer  Success  Team  will  assist  the  core  team  in  building  product  knowledge,  identifying  key  business  use  cases,  and  implementing  a  solution  and  support  strategy  that  allows  for  UC&C  growth  and  success.  

Solution  Basic  Learning  Session(s)  Core  team  product  knowledge  begins  with  a  hands-­‐on  product  basics  learning  session(s)  to  learn  basic  product  functionality,  which  will  be  tailored  to  customer’s  specific  needs  and  goals.    A  product  basics  learning  session(s)  will  deliver  a  high  level  overview  of  how  to  use  the  product  as  well  as  best  practices  and  lessons  learned  from  ConnectSolutions’  previous  experience.    The  core  team  will  also  be  provided  

   

hands-­‐on  training  on  how  to  deliver  product  basics  learning  sessions  to  enable  core  team  members  with  the  skills  needed  to  train  and  on  board  other  users.  

Program  Goals  and  Use  Cases  ConnectSolutions’  Customer  Success  team  will  work  with  Customer’s  program  leadership  to  better  describe  the  Customer  business  use  cases.    These  use  cases  will  then  be  mapped  to  Adobe  Connect  Use  Cases  that  enable  appropriate  Adobe  Connect  configuration  and  Adobe  Connect  work  flows  through  ConnectSolutions’  domain  expertise.    Adobe  Connect  Use  Cases  will  be  demonstrated  in  a  hands-­‐on  use  case  learning  session.    The  use  case  learning  session  will  enable  the  core  team  members  with  the  skills  needed  to  be  able  to  explore  and  develop  new  use  cases  to  fit  expanding  business  goals.  

Solution  Strategy  and  Architecture  ConnectSolutions’  Customer  Success  Team  will  perform  a  hands-­‐on  review  of  use  cases  and  map  them  to  application  workflow  and  best  practices.    Solution  Strategy  and  Architecture  will  assist  with  expertise  in  designing  and  configuring,  including:  

• overall  solution  architecture  • user  administration  • content  taxonomies  • audio/video  best  practices  • customer  network  best  practices  • reporting  optimization  • content  best  practices  • customer  device  guidance  • mobility  solutions  • large  event  production  

Deployment  Best  Practice  Enablement  Access  to  the  application  is  predominantly  via  the  public  Internet.    Due  to  the  nature  of  the  application,  users  commonly  connect  from  a  variety  of  locations  and  via  a  variety  of  mediums  (cable,  DSL,  LANs,  WANs,  VPNs,  WiFi,  Mobile  Devices,  and  so  on).    ConnectSolutions  maintains  service  availability  up  to  the  public  Internet.    The  method  customers  use  to  reach  the  service  can  have  an  impact  on  its  availability  as  perceived  by  individual  end  users,  as  can  the  path  traffic  takes  transiting  the  public  Internet.            

To  help  quickly  remedy  any  service  degradation  and  pinpoint  its  cause,  ConnectSolutions  provides  Deployment  Best  Practices  which  explain  the  differences  between  application  issues  affecting  all  end  users,  and  connectivity  or  local  issues  affecting  one  or  a  sub-­‐set  of  users.    These  Best  Practices  explain  how  to  remedy  local  issues.  

Support  Organization  Enablement  ConnectSolutions  will  work  with  the  customer’s  core  team  to  provide  best  practices  for  creating  an  appropriate  end-­‐user  Tier  1  support  plan,  issue  management  and  escalation  plan,  and  real-­‐time  in-­‐event  best  practices.  

   

On-­‐going  Enablement  and  Roadmap  Planning  The  ConnectSolutions’  Customer  Success  team  will  continue  to  revisit  initial  use  cases  and  solution  strategy  with  the  Customer  core  team  as  needed.    Based  on  new  product  functionality,  changes  to  business  goals,  or  lessons  learned  from  experiences;  new  training  and  best  practices  will  be  developed  and  implemented  for  continued  adoption  and  growth.    

Pilot  -­‐-­‐  

Jumpstart  -­‐-­‐  

2.3 CoSo  Customize  ConnectSolutions  offers  a  variety  of  customizations  in  addition  to  a  customer’s  baseline  Expert  implementation.  All  CoSo  Customize  services  require  separate  engagement  from  the  ConnectSolutions  Professional  Services  team  and  additional  pricing.  

Seminar  Seats  Seminar  Capacity  for  500,  1000,  and  1500  seat  rooms,  can  be  additionally  purchased.    Seminar  rooms  allow  organizations  to  schedule  and  host  large  events.  

Universal  Voice  Beyond  the  included  five  simultaneous  meetings,  additional  calls  paths  can  be  purchased.  

API  Access  ConnectSolutions  provides  Connect  API  access  that  customers  can  leverage  for  various  uses  like  LMS  integrations  and  custom  applications.    Customers  can  engage  ConnectSolutions  Professional  Services  for  custom  App  work  leveraging  the  Adobe  Connect  API’s.  

Enterprise  Integrations  ConnectSolutions,  with  guidance  from  the  customer  core  team  and  technical  leadership,  will  help  guide  Solution  Architecture  around  the  Adobe  Connect  environment  and  integration  with  other  enterprise  systems.    ConnectSolutions  will  make  recommendations  of  architecture  based  on  Adobe  Connect  Use  Cases  and  ConnectSolutions’  previous  experience  in  the  UC  space.  

Single  Sign-­‐On  (SSO)  As  a  custom  service,  ConnectSolutions  can  integrate  with  Organizations’  Enterprise  directories  via  SAML  2.0  based  SSO  systems.    Details  of  specific  Enterprise  Integrations  are  assessed  through  Professional  Services  and  priced  separately.    In  order  to  enable  SSO,  Customer  must  provide  remote  access  to  a  SAML  2.0  identity  provider,  information  technology  integration  personnel,  project  management  personnel,  and  provide  basic  SSO  requirements.      

Additional  Enterprise  Integration  Additional  Enterprise  Integrations  are  provided  as  a  custom  service.    Custom  Services  are  performed  on  an  as  needed  basis  and  are  provided  at  additional  cost  and  under  a  specific  

   

Statement  of  Work.    Custom  Services  may  include  but  are  not  limited  to  Learning  Management  System  (LMS)  Integration,  Reporting  Service  (such  as  Microsoft  SQL  Server  Integration  Services)  Integration,  CRM  Integration,  and  Adobe  Connect  Central  User  Interface  Customizations.  

Custom  Monitoring  and  Alerting  Customers  can  work  with  the  ConnectSolutions  Professional  Services  team  to  define  and  implement  customer  monitors.  

Custom  Reporting  ConnectSolutions  Professional  Services  can  work  with  the  customer’s  to  define  and  create  custom  reports.  The  reports  can  range  from  specific  session  data  to  learner  transcripts  for  LMS  integrations.  

2.4 CoSo  Visualize  

GlobalMonitor  ConnectSolutions  has  a  separate  Software  as  a  Service  solution,  which  displays  real-­‐time  usage  and  system  information  for  the  ConnectSolutions  Managed  Private  Cloud.    Access  to  this  service  may  be  provided  as  determined  by  the  acquired  product  terms.  

Monthly  Reporting  ConnectSolutions  provides  standardized  monthly  usage  reports  to  one  (1)  identified  Customer  lead  point  of  contact.    Usage  reports  include,  monthly  meeting  minutes,  uptime,  number  of  meetings,  and  more.  

Custom  Reporting  See  CoSo  Customize  section  

   

   

2.5 CoSo  Resolve  

Technical  Support  and  Support  Portal  Access  ConnectSolutions  provides  24x7x365  technical  support  for  critical  issues.    Critical  issues  are  those  issues  that  are  related  to  production  Environment  Instance  access  (P1)  or  performance  degradation  (P2).    Critical  issue  support  can  be  obtained  through  the  24x7  technical  support  phone  number  or  through  the  Customer  Support  Ticketing  Portal.    User  accounts  are  provided  for  the  Customer  Support  Ticketing  Portal  allowing  users  to  create,  view,  and  update  system  issues.    Standard  Support  is  available  during  American  business  hours  through  the  Customer  Support  Ticketing  Portal  for  non-­‐critical  issues  (P3)  and  questions  (P4).  

Alerting  and  Response  ConnectSolutions  employs  a  24x7x365  on-­‐call  rotation  that  receives  automated  SMS,  e-­‐mail,  and  phone  escalations  based  on  triggers  associated  with  Monitoring.    When  an  alert  is  received,  the  on-­‐call  rotation  performs  industry-­‐standard  incident  response  procedures  to  resolve  and  respond  to  incidents  pro-­‐actively  and  re-­‐actively.  

3 Host  document  (MSA  or  SOW)  Please  refer  to  Host  Document  for  the  following:  

• Pricing  • Payment  • Expiration  

4 Disclaimer  The  service  descriptions  used  within  this  document  are  the  intent  of  the  service  offered,  over  time  ConnectSolutions  may  change  the  name  or  methodology  of  providing  a  service  with  the  same  features.  

   

   

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DEPARTMENT OF STATE

DEPARTMENT OF VETERANS AFFAIRS

DEPARTMENT OF HOMELAND SECURITY

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DEPARTMENT OF DEFENSE