| Remote Access, Application Delivery |
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| Description |
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Remote Access, Application Delivery Servers - Citrix
Citrix® Presentation Server™ facilitates secure remote access to applications. It is an end-to-end application delivery system that offers both application virtualization and application streaming for optimal application performance. It eliminates the need to install or manage applications on individual user devices, making application testing, provisioning, management and support easier and less costly. This term sheet supersedes Application Hosting - Licensed Software Products for Citrix
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| SDC Responsibilities |
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- Acquire product and manage licenses and license compliance
- Define Citrix system standards from SDC and customer requirements
- Install Citrix on SDC-managed hardware platform
- Maintain current Citrix release levels[1]
- Configure and test for basic operation (i.e., startup, shutdown, exercise toolbars and major commands)
- Manage administration privileges and administrator access
- Monitor, troubleshoot, and tune development, test, and production environments for optimum performance and availability
- Consult with vendor technical support staff to escalate issues that cannot be resolved internally
- Publish application packages on Citrix farm test servers to ensure stability
- Publish application packages into production
- Notify customers of requested customer and SDC upgrades
- Patch and upgrade product as required
[1] SDC policy on supported software versions will be developed at a later time
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| Customer Responsibilities |
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- Identify who will use the product and administer access for product users or groups including definition/removal of userids, password resets, and security of customer application resources
- Develop, code, test, debug, and support customer application packages
- Provide support for the licensed software products not included in Appendix A published to Citrix at customer request
- Prepare and request publication of application packages for test and production
- Manage all user accounts and groups including assignment of packages to those users and groups
- Estimate capacities required by the customer in using this product in terms of number of users expected, application size, and average data download sizes
- Perform impact analysis of proposed changes to Citrix products on customer applications and customer commitments
- Test upgrades and changes prior to release to customer end users
- Coordinate schedules for upgrades and changes to Citrix so that important customer activities (e.g., application rollouts, application upgrades, training sessions or live service) are not affected by the changes
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| Who to Call |
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Your account manager can help answer any questions you have about this service, contact the SDC Service Desk at (503) 373-1000 or e-mail SDC Service Desk.
What to ask for:
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To publish an application package into test or production
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To grant administration privileges and access
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| Other |
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Service Levels:
Service levels to be provided in later revisions of this document.
Special Change Management Procedures:
None
Related Policies:
None
Revision History:
Draft - June 18, 2007
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