Cloud Domain Management

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This service provides remote management of your WNYRIC provisioned Office 365 or Google cloud domain with guidance from a district designated staff member. The service encompasses all management components needed to facilitate secure user creation/user population of Cloud Workspace solutions, licensing, and specified application deployment.

There is potential for interdependencies between Cloud Domain Management and other services. As a result, there may be projects identified requiring additional planning, implementation and support. Some examples of this are Gmail, Exchange Online, SharePoint and Teams for Education. As these interdependent projects are requested, a planning meeting will be held and all costs associated will be outlined in a project or an increase letter for district approval.

See service code 650.898 for full service details.

Details Requirements Responsibilities Service Level Agreement

WNYRIC provides technical staff for remote administration of the district's provisioned Cloud Domain (Google or Office 365). No onsite support is provided under this service.

This service does not include, but is designed to work in conjunction with other WNYRIC supported services such as Gmail, Exchange Online, SharePoint and Teams for Education.

We are not held responsible for any changes the vendor makes to its products and services.

The District must:

Have a WNYRIC supported Cloud Domain initially built through a WNYRIC service or was reviewed in 650.898.48 Cloud Domain Management - Pre-existing Domain
Be part of EES licensing in order to utilize Office 365
Grant administrative access to their volume licensing web portal for Microsoft Online Services
Have a robust wireless network and internet connectivity

The District must provide WNYRIC with the following:

The required remote access to the district's Cloud Domain
Global Administrator access to the Cloud Domain
The required remote access to the district's Active Directory and any member servers related to the district's Cloud Domain
Temporary domain admin access to install/upgrade the sync tools within the domain
A dedicated member server for the account sync tools. Google Cloud Directory Sync/AAD Connect and Google Password Sync is required to be on all writable domain controllers.

The District agrees:

That the WNYRIC will be the primary administrators for the district's Cloud Domain
That specified district technical support staff will have limited administrative access to the district's Cloud Domain
To provide continuous and remote access to the appropriate resources and notify the WNYRIC of any problems of inaccessibility to those resources
To provide access to any resources (i.e. Print Servers and/or member servers) necessary to fulfill the district's request for Cloud Services
To provide a staff member designated as the primary contact as well as a backup to work with WNYRIC staff. They will provide information requested regarding the management under this service.
To adhere to any downtime required to facilitate changes or repairs
To work with the WNYRIC to solve any Cloud Domain issues
To comply with regional and state standards
To comply with federal copyright laws
To comply with vendor licensing requirements
To provide release time for technical training and regional meetings
To allow sufficient time for technical staff to accomplish assigned tasks when scheduling any announcements, training or testing of newly requested features
To upgrade any operating systems required for the Cloud Domain implementation.These upgrades are the districts responsibility to complete. This includes devices and servers
To make any on premise Active Directory changes
That the Cloud Domain Management service is not responsible for any escalated issues unresolvable by the Cloud Domain vendor
To adhere to the most recent student data security and privacy regulations

Cloud Domain Management service will provide the following in the Cloud Domain:

Provide professional, qualified personnel to perform needed functions to support the district's Cloud Domain
Provide WNYRIC staff with training
Maintain user provisioning and password sync tools
Cloud Domain User Administration (i.e. Add, suspend, delete, change, and licensing of user accounts)
End of year student account migrations and changes
Support of current Cloud Core Suite vendor provided apps
Up to 4 hours of best effort deployment of non-Core Suite apps (Special Project hours may be requested beyond 4 hours for deployment only)
Remote troubleshooting and resolution of Cloud Domain issues
Support Escalation of Cloud Domain issues to vendor support teams

Exclusions, Cloud Domain Management service will not provide:

Support for any third party applications available for deployment through the Cloud
Support of any application or features currently unsupported by the vendor
Any Cloud Feature that is supported by a WNYRIC service such as email, SharePoint etc.
Active Directory administration, profiles, and policies See 550.882.41 or 650.882.41 for this type of support
Support of district devices
Locally installed applications on district resources (i.e Google Drive, OneDrive, and etc.)
A dedicated deployment of Active Directory Federation Services.

WNYRIC is not responsible for any Vendor supplied changes to features, functions, or charges that may affect service as described.

The WNYRIC utilizes cost effective best practices determined by research that allows our experienced and trained technical staff to perform robust testing and support of the WNYRIC network in the areas of security, infrastructure, energy management, virtualization strategies, disaster recovery and business continuity. Therefore, we are able to be a district advocate for vendor contract issues and aggressively negotiate contract pricing and performance terms.

Staff follows best practices in order to provide necessary security as it relates to the most recent student, teacher and principal data security and privacy regulations.

Service Desk can be reached Monday – Friday from 7:00 a.m. – 4:30 p.m. by calling (716) 821-7171, 1-800-872-0780. A representative will be available from 4:30 p.m. through 11:00 p.m. to assist you with calls regarding emergency situations. During all other hours and holidays, a caller will receive important information regarding coverage.