Rules of engagement: Scope-based deployment contract

Skyline is not responsible for any loss of data or configurations due to incidents or actions by third parties. Any additional efforts that may result from this can be subject to supplementary charges and extensions of the anticipated timeline. 

A suitable secured remote access that is continuously available for Skyline is mandatory from the start of the project all the way to the end.  Any unavailability of remote access, or lack of quality of such remote access can be cause of delays or supplementary charges. 

Skyline is not responsible for any slow performance behavior in case the minimal hardware and database specs have not been applied. Any efforts that may result from this can be subject to supplementary charges. 

CONTRACT TERMS

Pricing provided does not include optional services such as: 

  • Escrow 
  • Bank Warranty
  • Performance bond 
  • Accumulated liabilities or penalties in any form or shape in excess of 10% of the value of the contract 

DEFAULT PROJECT TERMS

PROJECT INITIATION

Includes project kick-off with the customer (when on-site, travelling & lodging costs are applicable).

PROJECT MANAGEMENT

Project Management is managed using the online secured Skyline Collaboration Platform, any extra work deviating from using this project platform can be subject to supplementary charges. 

Skyline’s project management does not include entering/maintaining manual/automated tickets on a third-party project management solution. 

DESIGN & ARCHITECTURE

SOW (Statement of Work)

SOW outlines the delivered solution from a user's point of view, mapping high-level functionality and user-stories.

Includes up to 2 formal review iterations. The Customer shall provide feedback within a maximum 2-week window after the last official handover by SLC.

Technical Functional FDS

Defines the exact user-workflows, corner-cases in-detail (functional & UI), parameter levels, services, instances, thresholds and is limited to DataMiner it’s ecosystem. Any deviations where Skyline needs to investigate the behavior or third-party platforms could be subject to additional charges.

Includes an all-inclusive offered SLC package of consultancy man-days.

Includes up to 2 formal review iterations. The Customer shall provide feedback within a maximum 2-week window after the last official handover by SLC.

INSTALLATION DMA & APPS

SLC is not responsible for the following services: 

  • Design of IP Network Schemes
  • Required cabling services 
  • VM Ware/Container type of installations 
  • Server shipment costs 
  • Any deviation could be subject to extra costs

CONNECTORS

STANDARD DATASOURCES

DataMiner Connectors purchased from Skyline are a single license fee, irrespective of whether that driver still needs to be developed (i.e. no additional development charges apply). Note that this only applies to products that are readily available throughout the industry. Custom connectors to interface with proprietary / in-house products are charged based on engineering effort. 

STANDARD INTEGRATIONS

All DataMiner connectors are designed as standard connectors and cannot be customized based on customer-specific needs. The latter should not be requiered, as it is a best practice not to code any custom logic into a driver (i.e. this is done for example in the automation engine). But should it be required, then the driver is considered a customer-specific driver. 

TEST PRODUCT

Development, testing and validation of connectors requires the availability of a test product.  Customer shall make such test product available for Skyline, and Skyline is willing to leverage its relationships with third-party vendors to facilitate this, but Skyline is not liable for any consequences caused by difficulties to obtain a test product. 

API

Integration services provided by Skyline are based on the following assumptions:

  • Backwards compatibility 
  • APIs cannot change completely so that we have to start all over again 
  • We are not liable to work around shortcomings 

IMPLEMENTATION

Any planning and budgeting of professional services is subject to the following assumptions. Any deviations from these assumptions may result in deviations both regarding execution timeline and costs. 

  • Deliverables are locked against the agreed SOW and/or FDS 
  • Deviations are subject to a change management process potentially having an impact on time & cost 
  • Graphics: SLC delivers best practices by default, up to 1 functional review iteration is included as part of the default delivery. 
  • Dashboards: include by default potentially up to 4 default best-practice delivered SLC Dashboards. 
  • A stable remote connection needs to be in place:
    • available all time during responsible SLC business-hub business hours without prior authorization
    • remote access is granted to a minimum of 2 concurrent SLC people
    • file transfer capabilities are enabled
    • VPN connection is preferred (Cisco VPN; Open VPN; ...)
    • TeamViewer is not preferred
  • Servers need to be remote accessible with Administrator account rights
  • Windows OS instance needs to be fully installed and configured
  • All data sources/platforms to be integrated are accessible from the deployed node(s) (bare-metal server; virtual instance; cloud instance) and include:
    • a list of all IP Addresses representing all data sources
    • if applicable, usernames/passwords, endpoints, SNMP community strings are provided to SLC
  • At minimum one of each type of data source to be integrated features full read/write access for SLC deploy people exclusively (depending the workflow more could be required)

FEEDBACK TIME 

Any deliverable officially delivered to the SI, customer is subject to a maximum 2 week review window. In case no review has been provided then the deliverable is automatically accepted and subject for invoice, depending the applicable invoicing & payment terms. 

SWAPPING DRIVERS 

Purchased connectors can be swapped against another connector of equal commercial value in case the connector has not been used in production and/or there has been no development work done. Any other deviation is subject to an invoice of the connector. 

ACCEPTANCE 

SLC Acceptance templates are by default used, any extra work resulting from deviations could be subject to extra engineering costs.

SYSTEM HANDOVER

By default, all SLC standard documentation is provided in English and is online accessible. Any deviation could be subject of extra engineering cost.