1.0    Overview

The purpose of this document is to provide detail about the desktop management service provided by XTIUM for both persistent (personal) and non-persistent (pooled and / or personal) desktops that reside on XTIUM and Hyperscale public cloud infrastructure.  This document will cover the service that XTIUM will perform to maintain Anti-Virus, Monitoring, Backups, Desktop Patch Management, RTAV optimization, and the underlying desktop infrastructure. 

In order for this Service Description to apply, Client must subscribe to a valid Sales Order (SO) along with signed solution summary for the services contemplated herein. Delivery of services is subject to the terms and conditions of the Master Service Agreement (MSA). XTIUM reserves the right to modify this Service Description from time to time in accordance with the MSA.

1.1      Platform Management

Managed Desktop includes XTIUM management of the multiple components responsible to create a complete, end-to-end solution for the Client.    Platform management applies to both public and private EIP datacenter deployments.  Client may select a single platform or a hybrid cloud platform depending on specific business requirements.

1.1.1     User Layer

XTIUM will provide access to the virtual desktop client software download.    

1.1.2     Access Layer

XTIUM will manage security and access surrounding external and internal access to the Managed Desktops.

1.1.3     Resource Layer

XTIUM will manage the orchestration and assignment of compute resources responsible to provide end-user access to the desktop, data and applications.

1.1.4     Control Layer

XTIUM will be responsible for the components and tools available to support the environment.  For example, performance analytics, resource management tools, profile management tools and application and desktop delivery services.  Access to the Control Layer will be gated to only designated Client contacts.

1.1.5     Host Layer

XTIUM will be reasonable to manage resources such as storage, bandwidth and compute capacity.  Resources may be in public cloud or private cloud deployment scenarios.

1.2      Image Management

XTIUM will install and configure an optimized base image for desktops that is inclusive of standard security policies managed through active directory with the following applications pre-installed:

• Any applicable Microsoft Office 365 Applications
• Remote Monitoring and Management Agents
• Anti-Virus Software
• Standard Desired Web Browser(s)

XTIUM will provide in-region backup for all user profile data, supporting desktop infrastructure and desktop templates for any desktop service located at an XTIUM or public cloud datacenter.  Client may contract XTIUM for offsite replication and long-term retention of any of the above components for additional disaster recovery (DR)/ business continuity (BC) purposes.   

1.4      Remote Monitoring and Management

XTIUM will provide basic availability and advanced operating system monitoring services for XTIUM-managed desktops and desktop infrastructure.  Client can receive monitoring reports upon request. 

1.4.1     Basic Monitoring

Basic monitoring can be performed without the use of an agent, and includes:

• Monitoring devices for availability using Internet Control Message Protocol (ICMP) ping.
• Validating services through attempting to establish a connection to the device on a specified port.

1.4.2     Advanced Operating System Monitoring

Advanced operating system monitoring is performed through the installation of an agent, use of public cloud monitoring tools, or via Simple Network Management Protocol (SNMP) polling and monitoring of all key resources including but not limited to CPU, memory, disk and network utilization as well as the processes and services running on the system. Operating Systems that XTIUM can monitor include but are not limited to the following:

• Supported Windows Desktop OS
• Supported Windows Server OS

1.5      Patch Management

XTIUM will deploy operating system and software patches to XTIUM managed Desktop images monthly for supported operating systems either in accordance with predefined patching windows or Client-defined custom patching windows.

1.6      Managed Anti-Virus

XTIUM will provide and manage server and desktop anti-virus software which will scan desktops for viruses, adware, dialers, hacking tools, joke/misleading programs, parental control programs, remote access programs, security assessment tools, malware, spyware and trackware, and other unidentified threats.  Anti-virus software can also provide isolation and remediation of infected servers and reporting related to anti-virus scans, identified threats and server protection status. 

1.7      Break-Fix Support

XTIUM will respond to Client initiated requests to investigate availability and performance issues related to their desktop environment and provide recommendations related to desktop sizing, group policy configurations and troubleshoot problems with any in-scope Microsoft or XTIUM applications.

The Client IT Administrator and their pre-designated and pre-listed authorized contacts are the only Client contacts who can request and interact with the XTIUM support team.  Client’s end users are not authorized to open support tickets or leverage XTIUM support directly.

1.7.1     Interaction with Client’s IT Team

There may be times when the XTIUM Support team needs to work with the Client’s IT team to resolve an incident.  The primary IT Administrative contact may designate via the ticking system or through their CRM delegates for XTIUM to work with during these incidents.  Our objective is to facilitate a clear, two way communication path in the event that XTIUM needs to communicate back to the Client if an incident is not identified as an issue that desktop management services address.

1.7.2     Interaction with Client’s Vendor

There may be times when the XTIUM Support team needs to work with the Client’s vendor to resolve an incident.  The primary IT Administrative contact or their delegate(s) are required to add XTIUM support team members temporarily as authorized contacts with their vendor for XTIUM to work with during these incidents.  Our objective is to facilitate a clear, two way communication path in the event that XTIUM needs to communicate back to the Client’s vendor if an incident is not identified as an issue that desktop management services address.

1.8      RTAV Desktop Optimization

XTIUM will install and configure in-scope Real-Time Audio and Video software including, but not limited to, Microsoft Teams, Cisco WebEx and Zoom.   This software by design also requires the end-user to have specific software installed on their local system. 

2.0    Design Assumptions

2.1      Platform Management

XTIUM will provide premium protocol support using third-party tools and reference architecture on both public Hyperscale and private cloud deployments.

2.2      Image Management

As part of the XTIUM Managed Desktop implementation, Client will be given a desktop image to use as the foundation for all end-user desktops.  Both pooled and personal desktops will be initially cloned from the Client-approved, XTIUM optimized Windows image. 

2.3      Backup of Critical Shared Infrastructure

All backup services at XTIUM are deployed using image-based snapshotting technology.  A snapshot of a virtual is created and transferred onto an XTIUM storage device or public cloud storage located within the country of origin.  This backup is not intended for and is not used for support requests, for instance updating desktops.  Preservation of critical desktop data should always

2.4      Monitoring and Escalation

By default, most monitoring checks are performed at five (5) minute intervals from an XTIUM owned/managed collecting device. Alerts are displayed in the monitoring system console which is monitored 24x7x365 by XTIUM Support Services. All alerts are investigated by XTIUM personnel.

For alerts stemming from events associated with XTIUM-owned and/or managed infrastructure and which impact Client services, XTIUM will notify Clients of the nature of the impact simultaneously with taking all necessary steps to mitigate the impact. Action will be initiated within the response timeframe specified by the priority (Critical–Request) of the corresponding alert. This includes events which do not actively impact services but which result in a loss of redundancy.

For alerts generated by events which require Client action or fall outside of the scope of XTIUM-owned and/or managed infrastructure, XTIUM will notify the affected Client but will not take action without Client instruction and agreement to any applicable changes.

In all cases, Clients will be notified through incidents opened in XTIUM Help Center listing the primary contact as the affected user and all communication and actions will be documented in the incident. For clients with custom escalation procedures on file at XTIUM, notifications will be made according to the escalation procedure for the priority (Critical–Request) of the corresponding alert after the incident is opened.

2.4.1     Client Requested Alerts

Clients may choose, by opening an incident and requesting it, to receive alerts directly from the XTIUM monitoring platform at specified email addresses. Regardless of whether Clients choose this option, XTIUM will continue to process alerts as described above. XTIUM will not perform any filtering on alerts which are sent directly to Clients, so Clients may receive alerts for known events (such as those related to scheduled maintenance) and also for events which do not result in any impact to Client services.

2.5      Patch Management

XTIUM will install all OS security patches when they are released.  Client may request XTIUM to patch Managed Desktops in accordance with Client change control policies and not more than once per month.  Zero day vulnerability patches are deployed as needed by XTIUM.   For personal desktops, Clients may opt out of automated patching and leverage their existing patching system.   For pooled desktops, XTIUM will coordinate non-disruptive patching windows with Client during business hours or during Client-approved maintenance window.  Pooled desktops are designed to be dynamic and greatly simplify the Client IT admin experience. 

2.6      Managed Anti-Virus

Managed Anti-Virus services on Windows Desktops at XTIUM are provided through a client/server agent.  A software agent will be installed onto the personal or pooled desktop to be protected.  Appropriate outbound internet access will need to be configured for each with a central protection server that manages security policies and configuration of scanning activities and reporting.

Anti-virus software will be configured to connect to and download any actively updated threat databases leveraging reputation-based technology to identify system threats.  Virus definition updates will occur daily.

By default, when a threat is detected, anti-virus software will attempt to clean the threat promptly upon detection and only quarantine the files if they cannot be safely removed.  If an application or file/folder is excluded from anti-virus scans per Client’s instruction and said application or file/folder becomes impaired in such a manner as to affect service, Client shall not be eligible for any entitlements that may otherwise be available as a result of impacted service.

In addition to user defined applications and files/folders excluded from anti-virus scans, certain applications and files/folders are automatically excluded from the scans, including trusted files defined for particular Microsoft applications and common files based upon the default trust settings configured.

2.7      RTAV Desktop Optimization

XTIUM Managed Desktops are designed to be optimized according to vendor recommendations for an enhanced user collaboration experience.  Several mainstream vendors support an optimized audio and video experience. This may also be referred to as media redirection.  With an optimized configuration, the Managed Desktop is not responsible for any CPU intensive video processing.  Instead, a communication stream is built between the end-user computer and the (Microsoft/Zoom/Cisco) collaboration platform.  Each collaboration tool will have differing requirements and supported endpoints. Client is responsible for ensuring that their endpoints meet these requirements and that appropriate software is installed.  XTIUM is not responsible for the operation of the local desktop. Client RTAV requirements must be documented in the solution summary and discussed with the XTIUM implementation team during the install phase of the project.

3.0   Operational Parameters

For all Managed Desktop services, Client can define the following properties regarding their desktop services.

3.1      Image Management

XTIUM requires the following best practices be implemented with DaaS, ensuring best user experience and supportability.  The Client administrator is responsible to understand and implement all or some of the policies below, based on your specific requirements.  Clients can define the following properties for their image:

• Operating System version: Windows 10 or Windows Server OS, limits apply depending on platform location.
• Domain Controllers that desktops should be bound to for authentication. A typical Managed Desktop deployment requires multiple domain controllers hosted within the Managed Desktop LAN.  Clients with multiple datacenters hosting Managed Desktops should follow AD best practices with AD sites and services. 
• Application Settings – Client is responsible for policy configuration for all line of business applications. Memory resources are a driving factor in the performance of your DaaS seat.  It is important to recognize that over time as you add new applications that were not part of the initial design requirements, less free memory (RAM) can constrain performance.  It is recommended that before you add new applications or software to check with XTIUM to see if any changes to the DaaS seat resources are necessary. 
• End User Profile Settings - Client is responsible for their end users profile settings and may deploy user profile management tools to assist with user profile management. Client is responsible for their end users profile settings and may deploy user profile management tools to assist with user profile management.
• Group Policy Settings – GPOs are settings within Microsoft's OS that define what a system will look like and how it will behave for a defined group of users.   XTIUM has provided the following GPOs to provide the best user experience.  Client will be required to review and sign off on these policies during implementation process.  GPOs are settings within Microsoft's OS that define what a system will look like and how it will behave for a defined group of users.   XTIUM has provided the following GPOs to provide the best user experience.  Client will be required to review and sign off on these policies during implementation process.
• Windows Feature Updates - A feature update example is when Windows 10 version 1903 is upgraded to the next feature release of Windows 10 1909. This update process can impact performance and functionality of your desktops for many reasons such as 3rd party vendors who need to test the update from Microsoft before they will deploy their own update.  Disabling the Windows feature update reduces the impact of this process and maintains the stability of your DaaS platform.

3.2      Backup

For all Managed Desktop services, Client can define the following properties regarding their backup services.

• File backups will leverage OneDrive or a NFS/File Server.
• Include/exclude lists that define
• Backup job frequency if less than every twenty-four (24) hours.
• Data retention policies that define the period of time for which the protected data will reside on the XTIUM private or public cloud storage target. Standard data retention periods are twenty-eight (28)

If Client’s contract includes DRaaS to a remote datacenter, Client can also define which server’s backup jobs are to be replicated.

If Client’s contract includes diverse datacenter retention, Client can also define which server’s backup jobs are to be written to secondary datacenters and how frequently (for example once per day, week or month).

3.3      Monitoring

Client can define the following properties regarding basic monitoring points:

• Devices/IP addresses to be validated using ICMP ping
• TCP ports to be validated

Client can define the following properties regarding their advanced desktop operating system monitoring for Windows operating systems. If not explicitly defined by the Client, XTIUM will apply the defaults indicated below:

• High utilization threshold for CPU processor time (%) – Default 90%
• High utilization threshold for Memory percentage (%) – Default 90%
• Warning/Critical threshold for Utilized Space of logical disks (%) – Default 80%/90%

Optionally, Client can add trending and/or thresholds for the following metrics within the Windows operating systems, although none of these are configured by default:

• Warning/Critical threshold for Paging file usage (%)
• Warning/Critical threshold for Memory pages per second (# of pages)
• High utilization threshold for Outbound network interface errors (# of packets/sec)
• High utilization threshold for Inbound network interface errors (# of packets/sec)
• High utilization threshold for Network Interface traffic (%)
• Warning/Critical threshold for Disk Queue length (# of queued read/write requests)
• Warning/Critical threshold for Disk Read Time (seconds)
• Warning/Critical threshold for Disk Write Time (seconds)
• Warning/Critical threshold for Processor Queue length (# of threads in queue)
• Specific services that should be running on the monitored Windows device

3.4      Patch Management

Clients can define the following properties regarding the configuration of Patch Management service, similar server configurations can be managed in a “group” to apply the same settings for multiple hosts.

• Schedule for patching
• The week(s) of the month, day of the week and time of day for which patches are to be pushed and applied
• Types of patches to be applied include the following.
• Critical updates
• Security updates
• Low priority updates

XTIUM recommends that low priority desktop images are patched separately and at least two (2) weeks prior to patching of high priority desktop images to allow for time to validate impact of patches on systems and applications. In absence of low priority desktop images, XTIUM then recommends that Client distribute desktops for various job roles into separate patching groups or windows so as to mitigate impact to worker output in the event of unanticipated effects of patch deployment.

3.5      Managed Anti-Virus

Clients must define the following properties regarding the configuration of Managed Anti-Virus service, and similar server configurations can be managed in a “group” to apply the same settings for multiple hosts.

• Application and file/folder exceptions
• Escalation procedures for threat event

3.6      Security Controls

Clients may deploy built-in security tools from the tooling vendor they select as part of the desktop deployment.  Examples of these tools are anti-screen scraping and anti-key logging. 

XTIUM and Client will collectively configure these tools.  Note these capabilities are not available in all deployment scenarios.

4.0   Limitations

4.1      Platform Management

XTIUM platforms include private deployment within XTIUM datacenter or public deployment using Hyperscaler public cloud.  Premium protocol support (ICA/HDX/Blast/PCoIP) is included at this time. GPU support is available for desktops running in Hyperscale public cloud.   .  Managed Desktop is made available in a single datacenter only, any DR/BC requirements must documented in separate XTIUM sales order and solution summary covering all aspects of Client environment.     XTIUM recommends AD servers be built in pairs and deployed on the same LAN as the Managed Desktops.  Client is responsible to manage their AD according to best practices. 

4.2      Image Management

Client must subscribe to an end-user file hosting solution using either a cloud service (i.e. O365/OneDrive) or a dedicated file server in the same datacenter as the Managed Desktops. User file and folders should never be saved on any pooled or personal desktop drive.  XTIUM will provide the client with access to the image for the purpose of installing Client applications.  Client is responsible for the installation, configuration, maintenance and migration of any line of business application unless otherwise defined in the Sales Order and solution summary.   

4.3      Backup

Due to the nature of cloud desktops, actual desktop OS and applications are not backed up unless required by client and documented in a support ticket or solution summary.   Clients with a persistent desktop solution may elect to take nightly or weekly image backups of individual desktops; however, this approach is not considered a best practice as it’s costly for both the backup licenses as well as storage costs associated with backing up the Windows OS and Application binaries.

4.4      Monitoring Resolution

XTIUM will make all attempts to proactively research and determine root cause for alerts generated from desktop platform systems that are managed by XTIUM. However, XTIUM will not take proactive steps to repair or restore the device in question without communication from the Client unless it is determined the error/alert condition was systemic and caused by a failure of the XTIUM infrastructure (i.e. server hardware, storage, power or network failure). XTIUM will not attempt to resolve alerts related to services or applications running on an individual Client’s desktop.

4.5      Custom Monitoring

Monitoring services not defined within this document are considered “custom monitoring.” The scope of all custom monitoring services is subject to approval by XTIUM Engineering Management. Custom monitoring services may be platform dependent and are not guaranteed to be available in the event XTIUM decides, in its sole discretion, to alter its monitoring platform or the underlying technology that supports it. Provided in such event, XTIUM will provide Client with at least sixty (60) days advance written notice of such change.

4.6      Infrastructure Monitoring

As part of maintaining its hosted infrastructure, XTIUM will monitor all firewalls, routers, switches, physical servers, storage arrays and desktops providing shared services to ensure adherence with SLAs. Clients will not have any visibility into the monitoring of any multi-tenant infrastructure components but data may, at XTIUM’s sole discretion, be used or presented to Client in connection with any service impacting events.  XTIUM will monitor applicable public cloud resources where desktop resources are deployed for Client.

4.7      Patch Management

Service Packs and hot fixes are not deployed as part of the regularly scheduled patching windows. At no additional charge, Clients subscribed to the Patch Management Service can request that hot fixes or service packs be applied at a time of their choosing up to once per month via an incident. XTIUM may assist Clients with decisions or provide guidance related to best practices, but final authority and responsibility for determining policies for patching operating systems and applications rests with Client.

4.8      Managed Anti-Virus

Logs generated by the Managed Anti-Virus Service are retained for a period of twenty-eight (28) days.  Clients requiring longer log retention are advised to consult with their Account Executive and/or Solution Architect.

If Client is encountering a service issue on a managed desktop, XTIUM may request permission from Client to disable the anti-virus software during the troubleshooting process.  Client must acknowledge, in writing, the risk of doing so and ensure that once the problem is resolved that the anti-virus software is re-enabled to maintain protection.

XTIUM may assist Clients with decisions or provide guidance related to best practices, but final authority and responsibility for determining policies for anti-virus and remediation of threats rests with the Client.

Managed AV may be opted out if Client has in-house tools, resources and processes already available. Details of the AV solution must be documented the solution summary and be made known to the PM during the project implementation.

Due to the nature of zero-day threats, Client shall not be eligible for any entitlements that may  otherwise be available as a result of impacted service for both XTIUM-provided and Client-provided AV.

4.9      Real-Time Audio and Video

It is the Client’s responsibility to support their line of business applications, including all collaboration tools such as Microsoft Teams, Zoom, Cisco WebEx, etc.  User behavior within the end-user OS as well as the Managed Desktop will always impact end-user experience / performance.  In general, the mainstream collaboration tools have specific considerations for VDI deployments.  Other collaboration tools exist and may be installed inside the Managed Desktop in an unoptimized fashion.  XTIUM will support customer in the initial setup and optimization of such collaboration tools.  It is the client’s responsibly to maintain current versions of their collaboration tools outside of Microsoft Teams. 

Due to the smaller nature of an audio stream compared to a video stream, many softphones operate inside a virtual desktop without any special RTAV / Media Direction considerations.  The solution summary must provide any collaboration software requirements needed by the Client.

4.10    End-User Devices

XTIUM Managed Desktops are capable of running on nearly any device; however, some limitations apply.  Access to the Managed Desktop is brokered via either local web browser or local VDI client, compatible on all recent (and supported) version of Microsoft Windows, MAC OS, HTML5 browsers, iOS and Android.  Client will remain solely responsible for all end-user mobile devices, employee-owned devices and Client-owned devices, including thin client devices.  All of the above are considered out of scope for the Managed Desktop service.  It is the Client’s responsibly to employ company IT resources and software tools to properly support and manage end-user local endpoints, including the local virtual desktop client application. 

5.0   Roles and Responsibilities

Desktop Management is a service that has certain roles and responsibilities defined as part of this Service Description. Client failure to fulfill its responsibilities may delay or prevent XTIUM from providing the service.

5.1      Client Responsibilities

1. Client must subscribe to the service by signing a Sales Order (SO) that includes at least one (1) instance of Desktop Management.
2. Client must provide AD administration support when adding sites and services to existing client AD. Any schema upgrades are considered out of scope and will require client IT administration to work in concert with XTIUM implementation team.
3. Prior to provisioning, Client must complete and return to the Project Manager the required implementation workbook which details the specifics for monitoring, backup, patch management and anti-virus configuration.
4. Client must provide XTIUM with appropriate user rights and/or account access credentials to install any necessary software on Client’s managed Desktops.

• Provide installation and ongoing maintenance support for all line of business applications both inside the desktop image as well as within all personal desktops post-clone.

1. Client must ensure that contact list and escalation procedure is kept up to date as personnel and procedural changes occur within their organization.
2. Client must validate that any deployed patches do not adversely impact the Client systems or applications following completion of the patching window prior to subsequent patching windows. Client may request rollback of all patches for the latest deployment for which an adverse impact is witnessed via a help center support ticket.

5.2      XTIUM Responsibilities

• XTIUM will setup and configure the desktop platform, including all shared infrastructure components such as brokers, gateways, VPN’s, databases and active directory authentication sources. XTIUM implementation team will build servers to host AD; however, client will be responsible for connecting to existing AD schema.

1. XTIUM will install the appropriate software agents for backup, monitoring and anti-virus (if applicable) services on Client’s subscribed systems.
2. XTIUM will ensure its monitoring systems can reach the monitored Client platform.
3. XTIUM will configure alerts/alarms per Client-designated parameters. If no parameters are specified, XTIUM will configure to default settings per each respective technology and make relevant trending information accessible to Client.
4. XTIUM will respond to monitoring alerts/alarms pertaining to Client’s solution in accordance with XTIUM operational procedures and Client contact escalation procedures.
5. XTIUM will, unless otherwise delineated in the Client Information Form, pass alerts to the Client for all XTIUM-monitored services via email.
6. XTIUM will, at Client request, temporarily disable monitoring of Client’s platform for Client-specified maintenance periods.
7. XTIUM will, at Client request, download and install applicable operating system patches up to once per system per month.
8. XTIUM will roll-back any patches identified by Client to have an adverse impact on the Client environment.
9. XTIUM will provide Client-specific anti-virus risk data via e-mail upon Client request.
10. XTIUM will make changes to Client’s Anti-Virus Policy based on instructions from Client as provided in a support

6.0   Support Expectations

This section outlines the support expectations, including a general description of incident types, a matrix of common tasks, and an explanation of how to submit support requests.

6.1      Incident Types

Incident types are prioritized in four ways: Critical, Major, Minor and Request.  Only Critical incidents are actively worked outside of business hours unless otherwise scheduled in advance.  Client is required to call the Help Center and speak with a member of the team in order to open a Critical incident.

• Critical – Incident or failure in which all desktops are down, generally not available, users are experiencing major loss of system functionality, or the existing subscribed service has been rendered unusable for its intended purpose. Clients must also call and speak with a member of the XTIUM Help Center staff as part of a Critical incident ticket.
• Major – Incident or failure in which a production system is generally available, but issue needs attention in a short time frame. For example:
  • A single desktop or small subset of desktops are down, generally not available, or users are experiencing major loss of system functionality.
  • Desktop performance across the platform is generally degraded.
• Minor – Request for which a system is generally available and the service is still usable for its intended purpose, but some users may be inconvenienced.
• Request - Configuration change for which no end users are adversely impacted and resolution can occur as time permits. This incident type is also used to add new users or for general informational requests about the platform (logs, configuration, etc.).

6.2      Support Response SLA and Task Matrix

The tasks listed in the following matrix are examples of typical support requests that may be submitted related to Desktop Management services. The list is not meant to be all-inclusive, but rather to provide a framework for understanding the response typically given to support tasks. It is Client’s responsibility to classify the support request appropriately and include pertinent details that explain the impact that the request has on their business/service under the guidelines detailed below.

The time frames reflected in the matrix are typical times to respond to the request. Time frames are expressed in Minutes (M), Hours (H), or Business Days (D), the latter defined as Monday through Friday, excluding holidays. Some tasks may require additional validation or information to commence work and/or an update to the SOW in order to be processed. Some tasks may also require an implementation workbook to be completed by Client and returned to their Project Manager, detailing how the options for the service are to be configured. For these tasks, the time frame described begins once a signed sales order, solution summary and completed implementation workbook is received by XTIUM.

6.2.1     General Desktop Management

6.2.2     Backup of Shared Infrastructure

6.2.3     Supporting Desktop Infrastructure Monitoring

6.2.4     Managed Desktop Patch Management

6.2.5     Managed Anti-Virus

6.3      Support Requests

Client submits incidents and requests to XTIUM by using the XTIUM Help Center or by calling Support Services.  The XTIUM Help Center contains a specific Service Incident form for Desktop as a Service (DaaS/VDI) to create support requests.  If Client is experiencing a Critical  incident, after submitting the incident Client must promptly call and speak with a member of the Help Center team. Client may also reasonably set and escalate the service response for a request or incident at any time by calling Support Services. Support requests may require additional validation and/or information from Client before a task is initiated.

6.4      Restores

Client restore requests are required when user profile data or personal user file and folder data has become lost or corrupt.  For personal desktops, the individual end-user desktop OS and application data are often times not impacted and therefore not able to be restored from point in time backups.  If the desktop and/or application is corrupt the client must clone a new desktop from the template / image. 

Profile data inside the desktop may be restored from a previous version as this data is protected by XTIUM on a nightly basis.    Individual file and folder data stored on company file servers are out of scope for Managed Desktop and should be handled by client or by XTIUM if client is using Managed Server services.  Clients are also encouraged to leverage Office 365 services to house all personal and company datafiles.  

6.5      Disabling Monitoring Alerts and Handling Recurring Monitoring Alerts

From time to time, Client may perform work that requires that a monitoring alert be disabled. If the Client submits an incident to XTIUM Support Services requesting that a monitoring alert be disabled, after the request has been handled, that incident will remain in the status of ”Awaiting Affected User” until such time that Client requests (through the same incident) that monitoring alert be re-enabled. Client may receive a secondary notification from the monitoring system dependent on the platform where desktops are deployed that the alert was disabled in addition to the ticket.

is the Client’s responsibility to request that alert(s) be re-enabled and XTIUM’s Monitoring Service Level Agreement (SLA) for the system/metric in question shall be vacated until such time that Client requests re-enablement of the monitoring alert.

There are a variety of different activities that can cause monitoring alerts, some of which are not under the control of XTIUM. XTIUM shall work diligently with Clients to resolve the source of monitoring alerts. From time to time, resolution of monitoring alert may require Client participation to reach resolution. In the event that Client is unresponsive to XTIUM’s requests to resolve the encountered errors XTIUM reserves the right to disable recurring monitoring alerts providing the following has occurred:

• XTIUM has confirmed the error cannot be corrected without Client participation.
• XTIUM has attempted to contact the Client no less than three (3) times through multiple modes of communication (written and verbal).
• XTIUM has documented the failures, need for Client participation to accomplish resolution and all contact attempts through XTIUM’s Help Center.
• Monitoring alerts have continued to persist on a regular basis for at least one (1) week.

XTIUM’s Monitoring SLA for any system/metric with recurring alerts meeting this criteria shall be vacated until such time that Client requests re-enablement of the monitoring alert and cooperates in resolution of error.

7.0   Billing

All Monthly Recurring Charges (MRC) and Non-Recurring Charges (NRC) will be detailed in the applicable sales order. MRC for compute resources (storage, bandwidth, compute) begins when the services detailed on the applicable sales order have been provisioned.   MRC for Desktop Management services will not be billed until the environment is turned over to Client to begin using, sometimes referred to as Go Live, Handoff, Turnover, Ready Date, or Commencement Date.

Failure to provide configuration for Desktop Management services or responding to other reasonable requests in a reasonable time frame may result in billing commencing prior to delivery.

7.1      Monthly Recurring Charges / Usage Charges

XTIUM Desktop Management is billed monthly as a service based upon the number of Desktops to be managed.   all expenses will be billed separately, including but not limited to desktop and server instances, storage, bandwidth and any other related public cloud fees.  Reserved instance terms must be documented in solution summary and documented within implementation workbook.   Public cloud billing starts at provisioning time, not after customer acceptance and go-live.

7.2      Non-Recurring Charges

There may be an NRC for initial setup and configuration of Client’s Desktop Management services. This will be detailed on the applicable sales order and solution summary.  Any overage to original estimates for migrations will be discussed with the Client and billed accordingly.

7.3      Overages Charges

There are no overage charges applicable to XTIUM Desktop Management.   Usage charges will apply for all public cloud services including but not limited to server vCPU/RAM/disk and bandwidth.  Deployments to the XTIUM Cloud will not incur usage charges. 

8.0   Service Levels

8.1      Timelines

Implementation timeframes for XTIUM Desktop Management services are generally sixty (60) business days, but will vary depending on the size and complexity of the implemented Client solutions, as well as factors purely under Client’s control (such as, readiness of solution, loading of XTIUM patch management agent on system, and enabling XTIUM’s necessary access). Client participation in the implementation process is vital to ensure a smooth delivery of the service. Client failure to provide required information or to be available for implementation related calls or meetings may delay the implementation of Client’s Desktop Management services.

8.2      Provisioning Intervals

The following table provides provisioning intervals by task type.