Cloud Domain Management - Pre-Existing Domain

WNYRIC will investigate the Cloud Domain for issues and familiarize our team with the setup that was previously completed. An Active Directory health check will be completed to provide a review of the district's current Active Directory OUs, groups, users and attributes relating to the users and the required information utilized to sync to the Cloud Solution.

Any modifications required in the district's Active Directory will be the districts responsibility to make changes after receiving advisement from the review. The service reviews all management components needed to facilitate secure user creation/user population of Cloud Workspace solutions, licensing, and specification application deployment. This service examines supported Core Cloud Suite of apps and features in the district's Cloud Domain. Any third party apps and/or features that have been deployed through the district's Cloud Domain will be assessed and a best effort to support them will be followed as described in the service level agreement. 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 Lync. As these interdependent projects are requested, a planning meeting will be held and all costs associated will be outlined in the project or an increase letter for district approval.

WNYRIC provides technical staff for remote investigation 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 Lync.

WNYRIC is not responsible for any changes the vendor(s) makes to its products and services.

The District must:

• 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
• 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 (GAPS tool is required to be on all writeable 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 to provide information requested regarding the investigation to be implemented under this service
• 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 - Pre-existing Domain service will provide the following in the Cloud Domain:

• Provide professional, qualified personnel to perform the requested assessment of the district's Cloud Domain
• Provide WNYRIC staff with training
• Review user provisioning and password sync tools
• Upgrade the sync tools to the latest stable WNYRIC supported versions
• Evaluate Cloud Domain User Administration (i.e. Add, suspend, delete, change, and licensing of user accounts)
• An Active Directory health check to provide a review of the district's current Active Directory OUs, Groups, Users, and Attributes relating to the users and the required information utilized to sync to the Cloud Solution.
• If applicable, assess Active Directory Federation Services
• Support of current Cloud Core Suite vendor provided apps
• Up to 4 hours of best effort assessment of non-Core Suite apps (650.898.44 Cloud Workspace Management - Special Projects 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 - Pre-existing Domain 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 policiesSee 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.)

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, by email at servicedesk@e1b.org, or via live chat by clicking here. 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.