Terms & Conditions

Scheduling

  • After confirming dates and engagement information with the Company Coordinator an engagement calendar invite is sent out. This invitation is the “confirmation invitation”. Loop1 advises this invitation be forwarded to any and all parties who need to be allocated for the scheduled training.
  • The assigned Loop1 engineer will send a GoToMeeting phone bridge 1-2 days prior to engagement. If a technical call is needed prior to the engagement the client should reach out to their assigned engineer or our scheduling department to schedule a 15min call.
  • All engagements are encouraged to allocate a secondary individual who can be on standby for the entire duration of the scheduled engagement with Loop1. Cancellations/date changes must be submitted to info@loop1systems.com TWO WEEKS PRIOR to the start of any engagement.
  • Because Loop1 schedules engagements by allocating our engineers time weeks/months in advance, a date change or cancellation cannot be granted within the two week starting window. Any engagement within this two week time frame is encouraged to locate a resource internally to stand in for any persons whom is unable to attend.
  • If a cancellation or reschedule must take place will be subject to: fees equal to non-refundable booked travel, travel change fees AND $650 per day of cancelled scheduled days to recover base costs.
  • For EU / Clients purchasing services in anything other than the U.S. Dollar:
    • If a customer wishes to cancel OR reschedule a booked engagement, they will be subject to the following change fees:
      • Change fee of 40% of the daily rate. This daily rate will be outlined on the corresponding services quote from which the order was placed.
      • Full payment to cover all arranged travel costs (airfare, hotel etc.) where applicable. Receipts will be provided to show amount due.
  • Days Held in Arrears – Any days not completed by request of the client during the scheduled engagement must be used within 90 days of the first day of the original engagement.  After 90 days, the balance of training days and payment are non-refundable

Client Commitment

Client is responsible for providing the following items to ensure successful completion of the project described in this SOW:

  • A single point of contact that has the authority to make decisions regarding the operation of Loop1 services and training.  The single point of contact will attend a brief on-site kick-off meeting with the Loop1 Consultant upon arrival.
  • Client to be available to assist the Loop1 consultant upon arrival.
  • Client to be available to assist the Loop1 consultant with any questions or issues relating to the Client environment, according to the schedule outlined in the project timeline.  Client to arrange for backup resources in case the primary contacts are unable to participate while the Loop1 Consultant is on-site.
  • All hardware (and operating systems) will be available prior to the arrival of the Consultant in order to complete the installation/implementation and deployment.
  • Loop1 will require local administrator access to all systems and SQL administrator access to the SQL server during the engagement.  If access is not provided to the Loop1 Consultant, the Loop1 consultant will require a resource, which will be made available while the solution deployment is in progress, which can authenticate as local administrator on the Client systems as well as SQL administrator on the SQL server.
  • MIS/IT department at the client site must be available as needed to provide assistance for the Consultant with regards to connectivity, security, and potential troubleshooting issues on the network.
  • All third party software that may impact the Loop1 services must be fully operational before the arrival of the Professional Services Consultant.

Participant Prerequisites

Prerequisites

For optimal benefit from the engagement activities, participants should have a basic understanding of the following concepts:

  • Basic networking connectivity and device types (routers, switches, firewalls, servers)
  • IP Addressing and Subnets
  • TCP/IP, SNMP and ICMP protocols

Prerequisites and Assumptions on a Per-Product Basis:

Client is responsible for providing the following items to ensure successful completion of the project. Click on the software modules below to learn more.

Assumptions & Dependencies

Assumptions and Dependencies for Installation and Deployment

  • Appropriate hardware, database and/or VMs are available and a valid software key for Solarwinds Products has been purchased and is accessible.
  • Solarwinds server has direct access to the internet and desktop access or Remote Desktop to the Solarwinds server is provided.  If no direct internet access is available an alternative method for transferring license activation files is available.
  • Nodes to be monitored must be SNMP enabled and valid SNMP Community Strings for those devices are available.
  • A device list with management IP addresses has been provided.
  • Hardware meets minimum system requirements

Loop1 Recommended specs available upon request.

Software Upgrades and Migrations

Tasks Assumptions and Dependencies
Product License Size Change No outage will occur for License SIZE upgrades or changes.
Product Release/Version Change With version upgrade there will be an outage period between the changes over. The amount of time varies, typically 15min
Server Migrations With all migrations there will be an outage period between the changes over. The amount of time varies, typically 15min

When Loop 1 is Installing WHD

  • What DB is being utilized? (Recommend MySQL or SQL Server for all but very light applications–less that 5,000 tickets and 10 techs) If SQL DB is being used need the DB preferably to be setup according to Chapter 1 of the WHD Admin Guide first, or have the SQL admin privileges in place to do so in the engagement.
  • What OS is being utilized? Have the proper software downloaded and available on the WHD server along with SolarWinds licensing already obtained.
  • Need access to any networking individuals on site to facilitate connection to a remote DB if applicable.

When Loop 1 is Configuring WHD

  • Have WHD server DNS or IP and networking done in advance–or have appropriate on site networking personnel available to get it done at the beginning of the engagement.
  • If setting up and/or enabling app to work with email, have a DEDICATED email account setup and ready to use in WHD. You can create as many incoming and outgoing email accounts as you like, however, only one is required that can be used as incoming and outgoing.
  • If setting up more than just the basics to get the app up and running, have someone available that can make decisions on how the app needs to be laid out and organized. Including, but not limited by, the following: Locations, Departments, Ticket Request Types, Status Types, Custom Fields, Layout, Client Information, Tech Information, Approvals required,
  • If using LDAP, have on site and available a person who has knowledge of the customer’s AD directory and setup
  • If using Asset Discovery, have on site and available a person who has knowledge of the customer’s asset discovery tool setup or database setup.
  • If doing any data import from a secondary source, such as a legacy system or Excel spreadsheets, have someone on site and available with access to that information.

Installing/Configuring Storage Manager

If Loop1 will be installing / configuring storage manager, the Loop1 Engineer will need access to the following:

  1. Admin access to your Storage Manager server.
  2. Admin access to any physical servers you want to install agents on.
  3. Read only + datastore browse privileges on any vcenters or stand-alone esx servers to be monitored.
  4. User, password and ip address for any storage arrays to monitor.

If Loop1 will only be training on Storage Manager, we will only need access to the Storage Manager web portal.