Northstar, The software as a service network™

Overview

The Northstar Desktop™ is the primary user interface to the Northstar™ network and its feature rich menu of software applications and services. Utilizing the Northstar Desktop™, a user's applications and services are available securely from any computer of any type, anywhere, without the need for special security, emulation or virtual private network (VPN) software installed.

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Features

General
The Northstar Desktop™ securely connects a Northstar™ subscriber to the network, providing user-friendly access to:

Applications
In addition to viewing current application subscriptions and a menu of available Northstar™-Provided Software Applications, subscribers can launch their applications, purchase available applications, extend subscriptions, and modify their payment plans.

Files & Folders: File Management and Storage
Managing data files and folders, and executing file transfers are standard features of the Northstar Desktop™. Files created using Northstar™ application services can be stored on the 500Mb network file storage that is included with the Northstar Desktop™ service. Files created outside Northstar™ also can be transferred to a network folder using the file management capabilities. Files can be uploaded and downloaded in increments of up to ten (10) files from any device running the Northstar Desktop™. Files are available for recovery at any time and are backed up each day.

Communicate: Communication and Collaboration
This page currently provides subscribers with hot news items and information about communication and collaboration services available through Northstar™ Managed Services (described in further detail below). We are continually looking to improve the features of the Northstar Desktop™ and anticipate additional communication and collaboration features becoming available in future versions.

Settings: User and Account Management
Using the Northstar Desktop™, subscribers can modify personal and billing information, and change their password at any time. In a future version, subscribers will also be able to view standard reports detailing their Northstar™ services and usage.

Support
From the Northstar Desktop™, subscribers can access our FAQs and downloads, and can communicate with True North Technology technical support (or other desired True North resources). Clicking the desired hot link launches a new message from the subscriber's local email client with a pre-populated email address enabling subscribers to reach support personnel quickly. The dashboard at the bottom of the Northstar Desktop™ provides other useful information such as the subscriber's network connection speed, Northstar™ connection speed, connectivity level, Northstar™ network storage space, and attached printers.

Service Options

General
Custom versions of the Northstar Desktop™ are available for an additional fee (see Professional Services), and must display the “Powered by Northstar, The software as a service network™” label.

File Management and Storage
Group File Sharing is an extended feature enabling subscribers to share network resident files with members of the group. Each group is provided with a 500Mb network resident file share folder that can be accessed by any member of the group. Files can be uploaded to and downloaded from the group file share from any member of the group. An additional feature charge is assessed to each member of the group to activate the feature. The group file share is backed up daily with file restoration capability in the event a file is lost or destroyed by the subscriber.

Communication and Collaboration
Northstar™ provides hosted Web-mail and Exchange Email as managed services. These services are described in more detail below under Northstar™ Managed Services.

Demarcation Points
The point of demarcation for the Northstar Desktop™ is http://northstar.truenorth1.com

Billing Options
The Northstar Desktop™ is required for all Northstar™ services other than Customer-Provided Enterprise Applications. The Northstar Desktop™ and any related service options are annual subscriptions and are prepaid at the beginning of each subscription period.

Transport
The Northstar Desktop™ requires Internet access with available minimum bandwidth provided by an 802.11b wireless network.

Availability
While all service features may not be available on all devices, the Northstar Desktop™ can be used from any compute capable device that has access to the Internet and supports an industry standard compliant Web browser and Java Virtual Machine. The Northstar Desktop™ is covered under the Northstar Publish & Subscribe™ Service Level Agreement.

Overview

True North Technology establishes service provider and reseller agreements with software vendors who produce desktop computing and enterprise (server-based) software applications. These Northstar™-provided software applications are hosted on server farms located in our data centers. Desktop computing applications are provided to our customers as managed services under per user pricing plans. There are also certain enterprise infrastructure applications (e.g., Microsoft Exchange Server) that True North Technology has engineered to be delivered as all-inclusive managed services, with per user pricing. For enterprise infrastructure software requiring custom configuration and integration to customer applications, it is not possible for us to offer all-inclusive per user pricing plans. Therefore, these Northstar™-provided enterprise applications are available as hosted services, with per server pricing plans.

Features

Desktop Applications
Applications are licensed to subscribers making them available from any convenient PC or Macintosh computer — eliminating dependency on a single computer. Northstar Publish & Subscribe™ provides a feature rich, low-cost alternative to VPN infrastructure, Microsoft Terminal Services and third-party solutions like Citrix to provide software application access to computer users.

A Northstar™ subscriber may launch a single concurrent instance of the application they have purchased. The application can be launched from any PC or Macintosh computer. The Northstar™ network will prohibit any user from launching two copies of the same application concurrently. Subscribers may exit Northstar™ without quitting an application — effectively suspending it in place. The subscriber may then resume the application at a later time from the same or a different computer — picking up right where they left off and eliminating the need to launch the application again.

Desktop applications are upgraded and maintained by True North Technology. As patches and upgrades are made available, they are applied to the master image of the applications (GMI). Subscribers who wish to use an older version of the software will need to contact Northstar™ support to make the change (additional charges may apply). Subscribers wishing to use two versions of the software must purchase both.

Current Initiative	Description, Issue or Objective	Northstar™ Capable?
Internet or Extranet Portal	Single sign-on access to applications and resources for diverse group across geography boundaries.	YES
Managing Cost of a Citrix Deployment	Publishing desktop software applications to local and remote users for less than $300/year/application.	YES
Local/Remote PC Support & Maintenance	Eliminate the need to manage local and remote personal computers regularly. Re-focus staff from daily support to important project work.	YES
Multi-Platform Application Access	Provide Linux/Mac/PC users with equal access to any application on any operating system	YES
Network File Sharing	Provide personal and group file sharing securely from anywhere for less than $120/year/user	YES
Mac/Linux/Thin-Client User Support	Enable Mac/Linux/Thin Client use without additional investment and support cost increase.	YES
Extend PC Useful Life	Enable older computers to function well while running current software versions.	YES
Business Continuity & Compliance	Centrally manage access control to resources without modification of existing applications	YES

Enterprise Applications
Enterprise applications are deployed using industry standard, 850 MHz or better dual processor servers with 1GB RAM, 160GB of usable direct storage and unlimited purchasable storage beyond that. True North Technology uses an evolved Web-hosting model to incorporate infrastructure software with computer server capacity, network access, and enterprise storage into a high-performance, cost-effective service offering.

Enterprise applications are loaded with the operating system appropriate to support the application being delivered. Available server platforms include:

Enterprise Application Installation & Gold Master Imaging (GMI)
True North Technology maintains a production Gold Master Image (GMI) of the server and software configuration for continuity and recovery purposes. In the event of application or server failure, True North Technology administrators will use the GMI to restore the environment within eight (8) hours of the failure. Customers wishing to add software configuration files and user data to the GMI process must purchase the Northstar™ Backup & Recovery Service described in the Northstar™ Managed Services section below. Customers with a need for quicker recovery upon application or server failure must purchase the Northstar™ Hot Stand-by Service, also described in the Northstar™ Managed Services section below.

Enterprise Application Network Access
Each enterprise application under contract will be accessible via a specific network address. For security purposes, enterprise servers do not have direct Internet access, and are accessible only via the Northstar™ Regional Internet Backbone (NRIB). This is usually adequate since most enterprise applications under contract are being accessed by customer applications already resident within the Northstar™ network using the NRIB. Administrative access is provided using SSH and SFTP as discussed in the Server Access & Administration Section below.

Enterprise Application Server Access & Administration
Each customer will be provided with a user account. The user account will provide access to the server using SSH and SFTP. Customer programs and files that need to be loaded and/or downloaded can be transmitted via secure file transfer protocol (SFTP) or sent to True North Technology. Accounts that are administrative in nature will not be provided to the customer as part of this service.

Current Initiative	Description, Issue or Objective	Northstar™ Capable?
On-Site Servers	Challenge to maintain and support remote servers. Do not have local IT staff for support	YES
Managing Cost of a Citrix Deployment	Publishing desktop software applications to local and remote users for less than $300/year/application.	YES
Local/Remote Software Maintenance and Support	Eliminate the need to update software on client computers. Re-focus staff from daily support to important project work.	YES

Service Options

Desktop Applications
Desktop applications can be configured to launch in full screen mode (presented in the entire computer display) or in windowed mode (smaller window within the computer display) or both. Performance and clarity can be configured to find the optimal balance between speed and visual appeal. These settings are configured in “launchers,” and there is no additional charge for up to two (2) launchers for the same desktop application.

True North Technology will load printer drivers at no additional cost to the subscriber. Should a printer fail to operate, True North Technology will provide PDF printing capabilities that will enable the subscriber to save print jobs as a file in PDF format, which can be moved to a local computer for printing.

Enterprise Applications
Customers adding software configuration files and user data to the GMI process or desiring a backup solution for enterprise application configuration files and data must purchase the Northstar™ Backup & Recovery Service. Customers with a need for four (4) hour recovery upon application or server failure can purchase the Northstar™ Hot Stand-by Service. These services are described in the Northstar™ Managed Services section below.

Desktop Applications
The Northstar™-Provided Software Application is the point of demarcation for desktop applications.

Enterprise Applications
The Northstar™-Provided Software Application is the point of demarcation for enterprise applications.

Billing Options
Desktop Applications
Northstar™-provided desktop applications are subscribed to on a per user basis. Users may select from monthly or annual payment plans.

Enterprise Applications
Northstar™-provided enterprise applications are subscribed to on either a per user basis or a per server basis. Customers may select from monthly or annual payment plans.

Transport
The Northstar Desktop™ requires Internet access with available minimum bandwidth provided by an 802.11b wireless network.

Availability
Desktop Applications
Desktop applications are available on Macintosh and personal computers running Apple OS 10.3 or higher (X11 required) or Microsoft Windows 98 or higher. Java 1.4.1 or higher must be installed and activated, and the computer must have an Internet connection with minimum bandwidth as described in the transport section above. Availability of desktop applications is subject to the Northstar Publish & Subscribe™ Service Level Agreement.

Enterprise Applications
Enterprise applications are accessible via the Northstar™ Regional Internet Backbone (NRIB) via service ports requested by the customer. Enterprise applications are not accessible via the Internet for security reasons. Availability of enterprise applications is subject to the Northstar Publish & Subscribe™ Service Level Agreement.

Overview
True North Technology enables customers to bring their own software to Northstar™. We use an evolved Web-hosting model to incorporate a customer's software with computer server capacity, network access, enterprise storage and world-class managed services. Customer-provided software applications are categorized as either desktop applications or enterprise (server-based) applications and can be hosted on server farms located in our data centers or at the customer site.

Features

Desktop Applications
Applications are made available to subscribers from any convenient PC or Macintosh computer — eliminating dependency on a single computer. Northstar Publish & Subscribe™ provides a feature rich, low-cost alternative to VPN infrastructure, Microsoft Terminal Services and third-party solutions like Citrix to provide software application access to computer users.

True North Technology provides support for application launchers and the environment that powers a customer-provided application but does not support application functionality. Patches and upgrades remain the responsibility of the customer (professional service fees may apply). Applications published in Northstar™ are accessible from any convenient computer. Access is governed by role and policy-based network identity. (Note: Windows applications not supported in Windows Terminal Services are classified as Enterprise Applications.)

Current Initiative	Description, Issue or Objective	Northstar™ Capable?
nternet or Extranet Portal	Single sign-on access to applications and resources for diverse group across geography boundaries.	YES
Managing Cost of a Citrix Deployment	Publishing desktop software applications to local and remote users for less than $300/year/application.	YES
Local/Remote PC Support & Maintenance	Eliminate the need to manage local and remote personal computers regularly. Re-focus staff from daily support to important project work.	YES
Multi-Platform Application Access	Provide Linux/Mac/PC users with equal access to any application on any operating system	YES
Network File Sharing	Provide personal and group file sharing securely from anywhere for less than $120/year/user	YES
Mac/Linux/Thin-Client User Support	Enable Mac/Linux/Thin Client use without additional investment and support cost increase.	YES
Extend PC Useful Life	Enable older computers to function well while running current software versions.	YES
Business Continuity & Compliance	Centrally manage access control to resources without modification of existing applications	YES

Installation & Gold Master Imaging (GMI)
True North Technology works with customers to determine specific configuration parameters required for the enterprise application and will perform appropriate installation and configuration steps. Once the final customer configuration has been determined, True North Technology will maintain a production Gold Master Image (GMI) of the server and software configuration for continuity and recovery purposes. In the event of application or server failure, True North Technology administrators will use the GMI to restore the environment within eight (8) hours of the failure. Customers wishing to add software configuration files and user data to the GMI process must purchase the Northstar™ Backup & Recovery Service described in the Northstar™ Managed Services section below. Customers with a need for quicker recovery upon application or server failure must purchase the Northstar™ Hot Stand-by Service, also described in the Northstar™ Managed Services section below.

Network Access
Each enterprise application under contract will be accessible via a specific network address. By default, enterprise servers do not have direct Internet access for security purposes, and are accessible only via the Northstar™ Regional Internet Backbone (NRIB). This is usually adequate since most enterprise applications under contract are being accessed by client applications already resident within the Northstar™ network using the NRIB. Administrative access is provided using SSH and SFTP as discussed in the Server Access & Administration Section below.

Server Access & Administration
Each customer will be provided with a user account. The user account will provide access to the server using SSH and SFTP. Customer programs and files that need to be loaded and/or downloaded can be transmitted via secure file transfer protocol (SFTP) or sent to True North Technology. Accounts that are administrative in nature will not be provided to the customer as part of this service.

Current Initiative	Description, Issue or Objective	Northstar™ Capable?
On-Site Servers	Challenge to maintain and support remote servers. Do not have local IT staff for support	YES
Managing Cost of a Citrix Deployment	Publishing desktop software applications to local and remote users for less than $300/year/application.	YES
Local/Remote Software Maintenance and Support	Eliminate the need to update software on client computers. Re-focus staff from daily support to important project work.	YES

Desktop Applications
Desktop applications can be configured to launch in full screen mode (presented in the entire computer display) or in windowed mode (smaller window within the computer display) or both. Performance and clarity can be configured to find the optimal balance between speed and visual appeal. These settings are configured in “launchers,” and there is no charge for additional launchers for the same desktop application up to three (3).

True North Technology will load printer drivers at no additional cost to the subscriber. Should a printer fail to operate, True North Technology will provide PDF printing capabilities that will enable the subscriber to save print jobs as a file in PDF format that can be moved to a local computer for printing.

Desktop Applications
The Northstar™ launcher is the point of demarcation for desktop applications. True North Technology does not guarantee the operation of the customer-provided application beyond our ability to launch the application according to the GMI configuration.

Enterprise Applications
The Northstar™ launcher is the point of demarcation for enterprise applications. True North Technology does not guarantee the operation of the customer-provided application beyond our ability to launch the application according to the GMI configuration.

Availability
Desktop Applications
Desktop applications are available on Macintosh and personal computers running Apple OS 10.3 or higher (X11 required) or Microsoft Windows 98 or higher. Java 1.4.1 or higher must be installed and activated and the computer must have an Internet connection. Availability of enterprise applications is subject to the Northstar Publish & Subscribe™ Service Level Agreement.

Diversity Options
Customer-provided applications that require additional diversity beyond the service standard and available service options should engage our professional services team to design an appropriate high-availability solution using the Northstar™ network. The standard Backup & Restore Service function of Northstar™ does not address application dependencies where dedicated hardware or databases are required without engineering and additional design.

Overview

The NCEN is a secure point-to-point network connection establishing an encrypted communication channel between the customer location and Northstar™ Regional Internet Backbone (NRIB).

Features
The NCEN is used to provide secure integration between services provided by True North Technology and resources maintained by the customer. The standard connection is an L2TP connection using IPSec for security. The VPN tunnel can be terminated within existing equipment owned by the customer or within a security router provided by True North Technology. If provided by True North Technology the device will be configured and shipped to the customer for easy installation and supported as a managed service. If terminated within existing equipment owned by the customer, the responsibility of maintaining the connection will be shared.

Current Initiative	Description, Issue or Objective	Northstar™ Capable?
Insource vs. Outsource	Current investment in computer platforms but would prefer not to own access equipment and software infrastructure. Like the economics of outsourcing but have integration requirements with on-site computers and infrastructure.	YES
Maintaining Control of Key Resources and Information	Would like to outsource certain aspects of IT while maintaining control of others.	YES
Local Device Interface	Require a computer server to interface with special devices and then upload that information to other applications for processing or user access	YES

Service Options
Customer premises equipment — True North Technology will include the security router and provide ongoing management and maintenance as part of the service. Additional fees apply.

Demarcation Points
The point of demarcation is the VPN termination device at the customer location.

Billing Options
The service can be sold with or without an onsite security router if the customer already has appropriate infrastructure in place. The equipment model and configuration will be collected from the customer and supplied to engineering to determine compatibility. Setup fees are paid in advance and the service is subject to an annual service fee for each VPN tunnel.

Transport
NCEN requires Internet access with available minimum bandwidth provided by fractional frame relay of at least 256kb.

Availability
NCEN is available from any location that meets the transport requirements. Customer-provided termination equipment modifies the Northstar Publish & Subscribe™ Service Level Agreement.

Diversity Options
NCEN diversity can be achieved in two ways: a) customer purchases a secondary Internet connection or b) customer purchases a secondary Internet connection and True North Technology provides an additional on-site security router. Additional fees apply.

Overview
True North Technology provides certain services as complete Northstar™ Managed Services. All activities required to integrate within the customer's environment to key sources of information, necessary software applications, security, and access policies are executed by True North Technology as part of this service and at no additional charge. Current Northstar™ Managed Services include:

Northstar™ Hosted Email
Northstar™ Hosted Email is accessible by subscribers from any computing device through an industry standard email client or via a secure Web page. The service supports smtp, pop, imap, ssl, spam filtering and mailing lists. Email boxes are limited to 10Mb.

Northstar™ Network Backup & Restore
Northstar™ Backup & Restore service enables organizations to securely ensure business continuity in case of server or application failure. When applicable, True North Technology will maintain a production Gold Master Image (GMI) of the server and software configuration. After normal business hours each day an incremental backup will be created of configuration files and data from identified customer directories. This cycle is repeated every two (2) weeks through an update of the GMI. In the case of server or application failure, the True North Technology change control process is used to restore the server within eight (8) hours.

Northstar™ Hot Stand-by
Northstar™ Hot Stand-by provides the Northstar™ Backup & Restore service on a dedicated server environment, enabling a four (4) hour guaranteed restore in case of server or application failure.

Northstar Total Office™
Northstar Total Office™ allows organizations to focus entirely on running the business while we manage IT infrastructure and software applications. Standard features include the Northstar Desktop™, Microsoft Office Standard (Word, Excel, Outlook and PowerPoint), Email, One-time Data Migration, File Sharing, Printing, and up to three (3) Customer-Provided Applications (including one enterprise application).

Service Options
Microsoft Exchange email can be substituted for standard Northstar™ Hosted Email services for an additional charge.

Billing Options
Northstar™ Managed Services and any related service options are annual subscriptions, prepaid at the beginning of each subscription period.

Availability
While all service features may not be available on all devices, the Northstar™ Managed Services can be used from any compute capable device that has access to the Internet and supports an industry standard compliant Web browser and Java Virtual Machine. The Northstar™ Managed Services are covered under the Northstar Publish & Subscribe™ Service Level Agreement.

Overview
From time to time, customers may request services that are beyond the scope of the standard service offering. These services range from, but are not limited to, premium customer support via telephone, service expedites, non-business hour installs (i.e., Saturday, Sunday, holiday or evenings from 5:00 p.m. to 8:30 a.m. the next day), LAN/WAN design and troubleshooting, application troubleshooting, router configuration services, etc. When feasible, True North Technology may assist the customer in fulfilling these requests on a fee-for-service arrangement in accordance with our standard Professional Service Fees. True North Technology’s hourly billing rates for Professional Services range between $125 and $250 per hour depending on the type and scope of work. The customer also may be required to pay additional fees to cover the amount of additional costs incurred by True North Technology resulting from the customer's special requests. Such costs may include, but are not limited to, equipment and expedited shipping charges. If charges apply for additional services requested by the customer, they will be disclosed to the customer via verbal or written notification prior to performing any work. As necessary, a statement of work may also be provided defining the services and deliverables to the customer.

Independent Software Vendor (ISV) Program
True North Technology offers a program designed specifically for independent software vendors (ISVs). The program is designed to help software vendors explore software delivered as a service at two commitment levels: a) determining if their application can be supported as a software service, and b) developing a program to create, deploy, and support a software as a service offering. The program combines business and engineering expertise with capacity from the Northstar™ network to rapidly support the initiatives of the software vendor.

Free Online Support
Free online end-user support is a standard feature for all Northstar™ subscribers. From the Northstar Desktop™, subscribers can access our FAQs, known issues, and downloads, and can communicate with Northstar™ technical support (or other desired True North Technology resources). Clicking the desired link launches a new message from the subscriber's local email client with a pre-populated email address enabling subscribers to reach support personnel quickly. The dashboard at the bottom of the Northstar Desktop™ provides other useful information such as the subscriber's network connection speed, Northstar™ connection speed, connectivity level, Northstar™ network storage space, and attached printers.

Free Phone Support
Northstar™ subscribers are provided one free support call to a member of our Northstar™ support team, to obtain help in getting started or setting up their Northstar™ account. Subscribers, will need their activation code/proof of purchase number available in order to access support.

Premium Phone Support
Premium Support provides toll-free technical support calls, with priority access. To obtain Premium support subscribers can purchase (1) on a call-by-call basis, (2) a 6-pack call package, or (3) unlimited priority access through an annual support contract. If needed, Northstar™ support features include permission based dual control of the subscriber’s desktop to resolve technical and operational issues.