NetIQ
Consulting Custom Developer
Customer Handbook
Global Guide
Preface
This handbook is intended as a practical guide to using, and getting the most from, the NetIQ Consulting Custom Developer.
Introducing the NetIQ Consulting Custom Developer
When you have a periodic need for support of configurations related to NetIQ products, NetIQ Consulting Custom
Development products, and/or Developer Support, your Consulting Custom Developer is available as an extension of your IT staff to keep your solutions current and meet the requirements of your evolving organization. The following is an example of some of the activities your CCD will be able to support you with:
● Upgrading custom drivers
● Identity Manager Policy and/or workflow troubleshooting ● Identity Manager Policy and/or workflow configuration
● Support of NetIQ Custom Consulting Development’s (NCCD) Password Management Framework (PMF) ● Support of NCCD’s custom client login extensions
● Support of NCCD’s Identity Manager Test tool
● Sample custom code related to integrating with NetIQ’s products
Your Consulting Custom Developer understands your environment, is your direct point of contact and can quickly be leveraged to address your custom coding needs. Your developer is usually staffed in a NetIQ services center and is available to assist you during normal business hours (U.S. Mountain Time).
Your Consulting Custom Developer will work closely with your Service Account Manager and an assigned project manager to ensure your needs are being met and your resources are best utilized. They will also work with you to ensure the work you’re request of the CCD can be provided within the scope of the CCD. If you do not already have a Service Account Manager through your existing service agreement, one will be assigned to you.
Services and Deliverables for Consulting Custom Developer
Upon purchasing the Consulting Custom Developer, you will be asked to identify a technology solution area and expected needs from the CCD. NetIQ will then match you with a Consulting Custom Developer with the right skills and experience to support your configuration support needs in that specialization.
The Consulting Custom Developer is a remote resource, usually located in one of NetIQ's Service Centers. The Consulting Custom Developer is available during standard business hours, Monday through Friday, 8:00am to 5:00pm, Mountain Time, excluding US holidays (“Standard Hours”). Any Services requested to be performed outside of Standard Hours will require a Statement of Work to be signed by both parties and be chargeable at the current daily NetIQ Consulting rates for each day that includes hours outside of Standard Hours.
Each Consulting Custom Developer customer is entitled to up to 70 hours of custom development time per each three month period (quarter) with each individual project being up to 80 hours of total effort. Unused hours from one quarter cannot be applied to a different quarter or otherwise reimbursed.
Customer Environment Analysis & NetIQ Lab Preparation
The customer will provide the Consulting Custom Developer with remote access to their environment as required providing the Services. The Consulting Custom Developer will assess Customer's environment for the applicable technology solution area and determine what lab environment he/she will need to build at NetIQ's facilities in order to perform the Services. Customer will supply, at Customer's sole cost, the necessary systems, test cases, design documentation, VPN access, and software licenses required for the analysis and build out of the lab environment (“Customer Supplied Materials”) at NetIQ's facilities. This build out of the lab environment will be accomplished with virtual machine images. A lab environment requiring incremental lab hardware or other additional resources is outside the scope of this service.
The customer warrants that it has all rights necessary to provide the Customer Supplied Materials to NetIQ for NetIQ's use in providing the Services and will defend, indemnify and hold NetIQ harmless from and against any liability and damages resulting from Customer's failure to obtain the necessary rights in Customer Supplied Materials for NetIQ to perform the Services.
Deliverables
Configurations delivered to the customer as part of the Consulting Custom Developer agreement will constitute a Deliverable and is licensed to Customer under the license grants therein applicable to Deliverables.
Engaging the Consulting Custom Developer
ProcessThe Services will be provided by the Consulting Custom Developer as outlined in the process below during Standard Hours. The process to engage the Consulting Custom Developer is as follows:
Customer must send a Project Request via email to the Consulting Custom Developer using the Consulting Custom Developer's NetIQ.com email address with a carbon copy email to [email protected] (“Project Request”).
1. Customer's Project Request must include:
a. Designation of the Project Request specifying whether it is a new Project Request or a change request to an existing Project and providing a clear description of the desired work to be done
b. Scenario of use
c. Test condition and test data used
d. Details of the end-user configuration as applicable (e.g. browser version, etc.)
e. A statement as to whether VPN access to Customer environment is required in order to perform or test the Project.
2. The Consulting Custom Developer or NetIQ Project Manager will provide a schedule estimate to begin work on the Project, the Project time estimate, tasks to be completed, and assumptions made.
3. Upon Customer's email approval of the Project time estimate, the Consulting Custom Developer will deliver an Acceptance Criteria document to Customer for approval.
4. The Consulting Custom Developer will remotely perform the Services, which may include testing the completed Project in the NetIQ lab and performing further modifications.
5. The Consulting Custom Developer will electronically deliver the completed Project Deliverable to Customer for verification testing.
6. Customer will signify acceptance of the Project Deliverable via return email to the Consulting Custom. Developer's NetIQ.com email address with a carbon copy email to [email protected]. If the Project Deliverable does not meet the Acceptance Criteria, Customer will repeat the steps above. If Customer does not respond with either an acceptance or an iterative request within thirty (30) days of delivery of the completed Project Deliverable, the lack of response will be considered acceptance of the Project Deliverable. If the Consulting Custom Developer is unable to provide a Project Deliverable that meets the Acceptance Criteria, then the hours used to perform the unaccepted portion of the Project will be credited to Customer for use on another Project during the term of the Consulting Customer Developer contract. Provided that NetIQ has used commercially reasonable efforts to complete the Project Deliverable, the foregoing credit will serve as Customer's sole and exclusive remedy for failure of the Deliverable to meet the Acceptance Criteria.
7. The Consulting Custom Developer will make commercially reasonable efforts to respond to a new Project Request or a request to change an existing Project within one (1) business day.
Issue Categories
To help resolve NetIQ product and/or NetIQ Consulting Custom Development configuration support issues in complex environments, the Consulting Custom Developer categorizes each issue into one of the categories below. The issue resolution methodology may vary significantly based on the Project issue category.
Environment / Configuration: If the issue is an environment/configuration issue, the Consulting Custom Developer will provide Customer with detailed instructions to address the issue. If applicable and necessary, the documentation provided at the end of Customer's original engagement will be updated to reflect the environmental or configuration details.
NetIQ Product: If it is determined that the issue stems from a NetIQ product issue, the Consulting Custom Developer will assist Customer in opening a service request through Customer's normal NetIQ support channels, provided that Customer is entitled to such support from NetIQ Technical Services. Once the service request has been processed through NetIQ Technical Services, the Consulting Custom Developer will retest Customer's customized code to determine if the Project issue has been resolved.
Third-party Product: When the issue is diagnosed as a third party product issue, the Consulting Custom Developer will provide Customer with information regarding the nature of the issue. It will be Customer's responsibility to work through Customer's support channels to address and correct the third party issue. If necessary, the Consulting Custom Developer will provide reasonable assistance to Customer in describing the issue to the third party software vendor.
is not more than ten (10) business days, the Consulting Custom Developer will schedule the Project as described in the Process above.
Service Fees
If Customer submits a request beyond the scope of the Consulting Custom Developer Service, defined in the Services and Deliverables above, or involves the Consulting Custom Developer in working hours outside of Standard Hours an additional SOW will be required. The scope and cost of the additional services will be specified and agreed to in a Statement of Work (“SOW”).
NetIQ is performing tasks under this Consulting Custom Developer agreement on a Fixed-Fee basis. For the initial annual period of Consulting Custom Developer Services, NetIQ will issue a one-time invoice. For any subsequent annual periods of Consulting Custom Developer Services, NetIQ may include the cost of the Consulting Custom Developer as a line item of the MLA or VLA renewal or provide a separate invoice.
Assumptions and Conditions
NetIQ has relied on the following conditions and assumptions for the Consulting Custom Developer Service. To the extent the assumptions are inaccurate; an addition purchase may be required to modify Services scope and cost.
General Assumptions
NetIQ will generally require two to three weeks lead-time to schedule and begin work on a new or change Project Request.
NetIQ will strive to assign a single Consulting Custom Developer to Customer for services, but NetIQ may assign part or all of a Project to other NetIQ personnel as needed to address scheduling and/or skill requirements.
All licenses for commercial software associated with this Service must be purchased separately.
Technology Solution Area
Defining the Technology Solution Area allows NetIQ to assign to the Customer the Consulting Custom Developer with the appropriate skill set. The scope of the Service will be limited to the specified Technology Solution Area and within the allowed time for the CCD as outlined in the Services and Deliverables section above
Customer Environment
The Customer will provide the Consulting Custom Developer with information on the Customer's relevant systems environment. This information will be used in developing the assumptions used for project work performed by the Consulting Customer Developer on behalf of the Customer.
Customer Responsibilities
Customer, at its sole cost, shall be solely responsible for the following:
Customer will appoint and make available a project manager to work with NetIQ for the duration of the Services. This person must have authority to act on behalf of Customer.
Customer will furnish the Consulting Custom Developer with information and data on Customer operations, activities, and existing systems, including configuration and infrastructure information as reasonably required to perform the Services.
If VPN access to Customer's environment is required in order to perform or test the Services, Customer will provide the needed VPN access prior to the commencement of each Project.
Customer will provide the Consulting Custom Developer with all necessary security access to network systems during the performance of Services.
Customer will be responsible for all technical environment change management procedures, including submitting requests and securing approvals.
Customer will perform all regression testing of the environment to ensure that any Deliverables provided as part of this Consulting Custom Developer SOW do not interfere with existing capabilities.
Customer will provide suitable server platforms, with properly installed and current patched network operating system software and the necessary telecommunications facilities (data communications circuit, analog phone lines, wiring, etc.).
Customer will be responsible for backing up of all computer systems and communicating any possible outages with all affected NetIQ teams such that work plans can be adjusted accordingly.
Customer will coordinate requirements, development, testing and deployment with other Customer groups (e.g. web portal teams, application teams, networking teams, engineering, other vendors) and synthesize the requirements associated with these groups back into the NetIQ Project requirements by communicating them pro-actively to NetIQ. New Project requirements will follow the process outlined for engaging the Consulting Custom Developer.
Customer will be responsible for all installation, based configuration, troubleshooting, and training related to the core NetIQ and/or 3rd party products involved, unless otherwise agreed to in a separate SOW executed between NetIQ and Customer.
For more information
Contact your local NetIQ Services Salesperson, or visit www.netiq.com/services
NetIQ
888.323.6768 U.S./Canada 713.548.1700 Worldwide
