EXPANDED SERVICES
EXPANDED SERVICES HEADER
EXPANDED SERVICES LOGO
ONSITE SERVICES
EXPANDED SERVICES SECTION 1
Encompass Program
Although the Casper Suite is fully supported and features extensive documentation, we understand that the dynamic, day-to-day business challenges you face sometimes require additional resources, increased capacity or depth of technical expertise.
The Encompass Program offers you premium access to a dedicated team of technical engineers and support specialists who possess a unique understanding of the Apple platform, the Casper Suite, and how to scale management solutions in the enterprise.
Our Standard One-Year Encompass Program is a premium service designed for customers engaged in larger, more complex deployments. It is ideal for those new to the Apple platform who need proactive leadership in strategy and planning, and elevated levels of priority access to ongoing technical expertise.
What's included?
- Documentation of your unique Casper Suite environment
- Best practices consulting for all supporting process workflows
- Quarterly onsite visits to provide progress review, health check, and hands-on assistance
- 20% discount on all professional services engagements for the term of the program
- Monthly systems reporting with knowledge base articles specific to your environment
- Priority access to customer support and ongoing education
- Access to a custom portal for review of all open support cases (upon request)
Onsite Consulting
JAMF Software is an enterprise software leader offering a suite of products, services, and support solutions to the challenges you face in managing the explosive growth and increasing complexities of evolving Apple technologies. We specialize in multi-platform enterprise environments, helping the enterprise succeed with the Apple platform.
We understand that at times, IT professionals look to outside resources who have the expertise and depth of leadership experience they need to drive their project to a successful outcome as quickly and cost effectively as possible.
Our Onsite Consulting services include a one-day onsite engagement at your location. Our certified professional services engineers work closely with you to understand your strategies, goals and objectives. They apply the experience they have acquired from developing best practices among a broad spectrum of customers and provide you the direction necessary to bring your project to a successful completion.
What's included?
- Pre-engagement call to get an overview of your goals and challenges
- One-day onsite at your location to perform a review and/or progress check of your plans
- Collaboration and exploration to identify obstacles and ideas for overcoming them
- Consultation based on experience with delivering best practice solutions
- Guidance to set clear direction that meet your expectations
- Documentation of recommendations
Project Leadership
For small projects intended to accomplish a specific short-term goal—or longer-term projects requiring ongoing project management support—our project leadership services include the appropriate mix of remote and onsite services.
Our project leaders work closely with you to understand and provide recommendations for your project plan. We then assemble a team of technical experts who have experience in crafting solutions for other customers with environments similar to yours. Together, we refine your plan to achieve your goals and provide the leadership necessary to bring your project to a successful completion.
What's included?
- Pre-engagement call to get an overview of your goals and challenges
- Onsite and/or remote services to review and assess progress of your plans
- Collaboration and exploration to identify obstacles and ideas for overcoming them
- Consultation based on experience with delivering best practice solutions
- Project leadership to ensure steady progress that meet your expectations
- Communication throughout the project to ensure expectations are clear
Onsite Readiness Assessment
All sales of the Casper Suite are accompanied by a professional services engagement called a JumpStart, performed by one of our certified professional services engineers. JumpStarts are designed to ensure your Casper Suite is professionally installed and configured and that your staff is well trained. The JumpStart ensures you receive the highest quality technical setup of your Casper Suite.
There are several prerequisites you must complete prior to the JumpStart to ensure you and your infrastructure are in the optimal ready state to receive this important service.
Our Onsite Readiness Assessment includes a thorough review of your environment to validate your assumptions, confirm the completion of the prerequisites, and make any changes necessary to maximize the benefits of the time spent during the JumpStart delivery.
An Onsite Readiness Assessment (performed by the same engineer who will be delivering the JumpStart) will ensure that the valuable time spent onsite for the JumpStart will be focused solely on installation, configuration, training, and deployment—not on prerequisites, preparation, or remediation activities.
What's included?
- Review of overall objectives and plans
- Any necessary adjustments to the JumpStart curriculum
- One-day onsite at your location to confirm prerequisites are properly completed
- Collaboration and exploration of foreseeable obstacles, and ideas for remediation
- Documentation of findings from the assessment and recommendations
EXPANDED SERVICE - REMOTE SERVICES
EXPANDED SERVICES SECTION 4
Standard Two-Day OS X JumpStart
All sales of the Casper Suite for OS X are accompanied by a two-day, onsite, professional services engagement called a JumpStart. The specific focus, pace, and agenda for each OS X JumpStart is designed to reflect your familiarity with the Apple platform, experience with the Casper Suite, and understanding of OS X management concepts for the enterprise.
During your OS X JumpStart, one of our certified professional services engineers will work hands-on with your staff to professionally install your software configured to your exact specifications, seamlessly integrated with your existing technologies to support your specific workflows. We perform hands-on training of your IT staff, assist with your device deployment, and provide easy access to knowledge base reference materials, technical documentation, and ongoing support.
The OS X JumpStart is an essential first step towards implementing solutions to the challenges you face in managing the explosive growth and increasing complexities of evolving Apple technologies within your organization.
What's included?
- Installation of your JAMF Software Server (JSS)
- Overview of Casper Suite features and functions for OS X
- Creation of common policies and software restrictions
- Inventory management and workflows
- Packaging and imaging
- Software and OS updates and deployment
- Documentation and access to Knowledge Base materials
Standard One-Day Onsite iOS JumpStart
All sales of the Casper Suite for iOS are accompanied by a one-day, onsite, professional services engagement called a JumpStart. The specific focus, pace, and agenda for each iOS JumpStart is designed to reflect your familiarity with the Apple platform, experience with the Casper Suite, and understanding of iOS management concepts for the enterprise.
During your iOS JumpStart, one of our certified professional services engineers will work hands-on with your staff to professionally install your software configured to your exact specifications, seamlessly integrated with your existing technologies to support your specific workflows. We perform hands-on training of your IT staff and provide easy access to knowledge base reference materials, technical documentation, and ongoing support.
The iOS JumpStart is an essential first step towards implementing solutions to the challenges you face in managing the explosive growth and increasing complexities of evolving Apple technologies within your organization.
What's included?
- Installation of your JAMF Software Server (JSS)
- Overview of Casper Suite features and functions for iOS
- APNs certificate authority setup
- Inventory management and workflows
- Configuration and security management
- App and eBook distribution
- Casper Focus demonstration
- Documentation and access to Knowledge Base materials
Remote iOS JumpStart
In some cases, the Casper Suite for iOS is purchased by customers who already have an IT professional on staff with a high degree of expertise in the Apple platform and the Casper Suite, and also has previous experience in implementing client management concepts within an enterprise environment.
Typically, these administrators are experienced in using the Casper Suite for OS X and have experience in MDM management concepts using other products. In situations like these—where the administrator has already acquired advanced skills in the software—we offer a customized Remote iOS JumpStart service instead of our Standard One-Day Onsite iOS JumpStart.
What's included?
- Installation of your JAMF Software Server (JSS)
- Overview of Casper Suite features and functions for iOS
- APNs certificate authority setup
- Inventory management and workflows
- Configuration and security management
- App and eBook distribution
- Casper Focus demonstration
- Documentation and access to Knowledge Base materials
Imaging and Provisioning
Our Imaging and Provisioning services are designed to provide a one-stop shop for getting your devices activated, enrolled, configured, and tagged so they are “management-ready” for end-user deployment when they arrive at your end-user location.
When the demands of your organization require increased speed in the deployment of your Apple devices or your project requirements exceed the capacity or proficiency of your technical staff, JAMF Software will ensure your project objectives and timelines are met by imaging and provisioning your devices quickly and professionally to your specifications. We can perform these services onsite at your location or from our secure facility; whichever is more convenient for you.
What's included?
- Receiving purchased devices within a secure processing facility
- Unboxing devices
- Installing customer-provided asset tags
- Activating/registering devices
- Naming devices according to your standard naming convention
- Enrolling devices into your JAMF Software Server (JSS)
- Deploying the image you have developed
- Repackaging devices into original packaging materials
- Delivering packages to end-user distribution locations per your specification
Image Building
Most imaging utilities are based on a monolithic approach in which administrators build one base image that includes every element for every machine. The base image is then copied and adjusted to accommodate each configuration required in your organization. This time-consuming approach results in many large, monolithic images that require both storage and maintenance.
JAMF Software’s package-based approach to imaging reduces storage requirements and ensures consistency across your organization. For customers who are unfamiliar or inexperienced with these concepts, we offer Image Building services as a cost-effective service, ensuring the highest quality results in the shortest amount of time.
Our certified professional services engineers are experts in the use of the Casper Suite’s flexible, robust imaging process. We can build different configurations from your library of custom packages—reducing storage requirements, tracking changes, ensuring consistency, and eliminating post-imaging projects.
What's included?
- Delivery of an operating system (OS) image along with customer specified user settings
- One OS package and up to five standard packaged applications with user settings
- Five-day warranty on customer acceptance of images
- 14-day warranty on customer acceptance of packages
- Updates and/or modifications to images and packages within warranty periods
- Documentation of procedures used to create images and packages
- Documentation of any follow-up recommendations made by JAMF Software
Package Building
Rather than customizing software after an installation, the use of packages allows changes to be made prior to distribution so that the software arrives configured and ready for use. This saves valuable engineering time, and most importantly, reduces downtime for end users.
When software is purchased from manufacturers for use in enterprise-level networks, it often needs to be configured or customized by IT personnel to meet the needs of the end users receiving it. A package is a self-contained group of files that can be deployed to remote computers, or as part of the imaging process using the Casper Suite.
Our certified professional services engineers can create your packages for you. Our engineers create packages that are tailored to your specifications for end-user configurations, allowing your IT administrators to save time, resources, and network bandwidth.
What's included?
- Delivery of application package with user settings, formatted to your specifications
- Five-day warranty on user acceptance of packages
- 14-day warranty on customer acceptance of packages
- Updates and/or modifications to images and packages within warranty periods
- Documentation of procedures used to create images and packages
- Documentation of any follow-up recommendations made by JAMF Software
Custom Onsite Training
Whether you’ve experienced changes in personnel, hardware, or software; shifts in management expectations; expansion of your Casper Suite capabilities; or simply a desire for some refresher training—one of our certified professional services engineers will work with you to design an agenda focused on your specific needs and deliver custom, onsite training at your desired pace.
The Casper Suite simplifies the lives of system administrators with a comprehensive platform to manage OS X computers and iOS mobile devices. When our software is set up properly and your technical team is well trained, the Casper Suite will increase the efficiency of your IT staff, reduce the cost of ownership, and minimize liability by providing a framework that enforces software licensing compliance, security standards, energy usage, and other organizational rules and requirements.
The Custom Onsite Training will be designed around the Casper Suite’s comprehensive framework of eight major tenets of Mac OS X client management and four major tenets of iOS management. It will include technical instruction on specific features, as well as recommendations on best practices and workflows to use within your unique environment.
What's included?
- Assessment of your current usage of the Casper Suite and level of staff proficiency
- Pre-engagement planning to review your goals and design your custom agenda
- A full day of training from a JAMF Software Certified Professional Services Engineer at your location
- An assessment of staff comprehension of the materials presented in the training
- Documentation of procedures and training materials
Remote Features Training
JAMF Software developers have identified eight major tenets of OS X client management and four major tenets of iOS management. The Casper Suite provides a comprehensive framework to manage all 12 tenets in a single console.
OS X Tenets
Inventory, Imaging, Patch Management, Software Distribution, Remote Control, Settings and Security Management, License Management, and Usage Management.
iOS Tenets
Inventory, Configuration, Security Management, and Distribution.
Each Casper Suite Remote Features Training service includes a one to two-hour remote WebEx session on any one of these Casper Suite tenets.
Features Training ranges from high-level overviews to in-depth, hands-on, interactive explorations—all according to your specific needs. It includes technical instruction on specific features and recommendations on best practices and workflows to use within your unique environment.
What's included?
- Assessment of your current usage of the Casper Suite and level of staff proficiency
- Pre-engagement planning to review your goals and design your custom agenda
- One to two-hour remote WebEx training session for up to six participants
- Access to the Certified Professional Services Engineer who performed your training for one business day following the WebEx (support then returns to your Account Manager)
- Documentation of procedures and training materials
PROFESSIONAL SERVICES - CASPER SUITE PERFORMANCE AND OPTIMIZATION SERVICES
EXPANDED SERVICES SECTION 5
Two-Day Onsite OS X JumpStart Refresher
All sales of the Casper Suite are accompanied by an onsite professional services engagement in which your software is installed and configured, and your staff is well trained on how to use the software.
The JAMF Software understands the dynamic changes that occur within an enterprise environment sometimes create the need for additional onsite training. Whether you’ve experienced changes in personnel, hardware, or software; shifts in management expectations; expansion of your Casper Suite capabilities; or simply a desire for some refresher training—one of our certified professional services engineers will work with you to design an agenda focused on your specific needs and deliver the custom JumpStart Refresher training at your desired pace.
We make sure of OS X management concepts are taken into consideration and reflected in your JumpStart Refresher engagement.
What's included?
- Installation of your JAMF Software Server (JSS)
- Overview of Casper Suite features and functions for OS X
- Creation of common policies and software restrictions
- Inventory management and workflows
- Packaging and imaging
- Software and OS updates and deployment
- Documentation and access to Knowledge Base materials
Remote JAMF Software Server (JSS) Health Check
Over time—as technical environments evolve, expand, and change—Casper Suite administrators may find themselves wondering if their JAMF Software Server (JSS) is still configured properly and performing as efficiently as possible. A Remote JSS Health Check can be performed by a JAMF Software Certified Professional Services Engineer to examine your installation, and recommend ways to improve the quality and effectiveness of your Casper Suite capabilities.
The JSS optimizes the management and support of all Macs and iOS devices with the Casper Suite in your environment. When configured and managed properly, it provides a single, powerful, web-based console that allows you to track all necessary information, and perform administrative tasks and support functions across your Apple devices. A Remote JSS Health Check will ensure you are leveraging the features of the Casper Suite to fully capture the value and benefits of the software.
What's included?
- Review of current server configuration frameworks
- Review inventory collection methodologies and reporting practices
- Review image creation and management workflows
- Review software distribution and patch management procedures
- Review license and usage management, and reporting
- Review policies and settings management options
- Documented recommendations for optimizing the effectiveness of your JSS
Custom Scripts
When software is purchased from manufacturers for use in enterprise-level networks, it often needs to be configured or customized by IT personnel to meet the needs of the end users receiving it. JAMF Software offers a custom development service for custom scripts for seamless integration with your environment.
JAMF Software’s Professional Services team can create your custom script based on your specific needs in order to enhance the use of the Casper Suite within your unique environment and workflows. Engineers who have a deep understanding of the Casper Suite and vast experience providing integration services create these customized assets for you.
What's included?
- Collaboration to create a custom development plan to your specifications
- Custom development of your script
- Remote implementation of your assets through your preferred delivery medium
- Remote training to assist your implementation
- Documentation of procedures used to create your custom assets
- Documentation of any follow-up recommendations made by JAMF Software
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