G-CLOUD FRAMEWORK SERVICE DEFINITION. Kofax Model Office Bundle Proposal ISSUE 1

Transcription

1 G-CLOUD FRAMEWORK SERVICE DEFINITION Kofax Model Office Bundle Proposal ISSUE 1 Sept 2013

2 Table of Contents 1 SERVICE OVERVIEW & SOLUTION INFORMATION ASSURANCE BACKUP/RESTORE AND DISASTER RECOVERY PROVISION ON-BOARDING AND OFF-BOARDING PROCESSES On-Boarding Off-Boarding Kofax SECURITY Secure Encrypted Connection from the Client to the Application SERVICE MANAGEMENT DETAILS Technical Boundary Support Boundary User Authorization and Roles General Support details SERVICE CONSTRAINTS Planned Maintenance Emergency Maintenance SERVICE LEVELS Award of Service Credits: Financial recompense TRAINING INVOICING PROCESS TERMINATION TERMS DATA EXTRACTION /REMOVAL CRITERIA Data standards in use Consumer generated data Data extraction Price of extraction Not applicable Purge & destroy DATA PROCESSING AND STORAGE LOCATION(S) DATA RESTORATION / SERVICE MIGRATION CUSTOMER RESPONSIBILITIES TECHNICAL REQUIREMENTS BROWSERS DETAILS OF ANY TRIAL SERVICE AVAILABLE SERVICE OVERVIEW & SOLUTION The Kofax Model Office Service Offering provides Clients with a Private or Public Cloud facility with a powerful and flexible capability that can be used to capture documents from multiple different sources including: Paper via a PC based web browser and locally attached scanner Page 2

3 Paper via Multi-Function Devices Paper via PC based specific scanning application (Note: Depends upon suitable Client connectivity) From s and associated attachments (including pdf, word, excel and other formats) From mobile devices Once captured the Service provides automated image cleanup in order maximise image quality; automated identification of document types and extraction of appropriate data before optionally presenting it for browser based validation or additional indexing by the clients staff. If necessary captured images can be converted to PDF format (typically PDF/A with both image and text layers) and the document and extracted data are then made available for delivery to the client. The document process can be automated using intelligent workflow. Full management information dashboard for service reporting is available accessed by web browser interface. The service includes access from Windows, Mac, ios and Android devices to real-time, dynamic dashboards that give immediate insight as well as providing the more standard Management Information reporting capabilities. Discounted pricing tailored to your requirements will be provided upon engagement and appropriate to your requirements. Professional services required to configure your documents for capture and will be subject to further qualification based on the SFIA rate card. 2 INFORMATION ASSURANCE The Service definition is tailored to a Private Cloud offering, but Kofax also offers public cloud service options which may be hosted by our Cloud infrastructure subcontractor partners IS Solutions, or alternatively SCC, Xerox or at customer s discretion configured at engagement using a GCloud Pan- Governement accredited supplier using Tier 3, ISO 27001, ISO 9001 and BS25999 certified Data Centres. SCC is the first UK organisation to pass the accreditation by CESG, part of GCHQ and the UK Government s National Technical Authority for Information Assurance, for information security standard IL3. This means a capability of hosting government classified protectively marked material of Restricted data in a multi-tenanted environment. Specific details relating to the options available in provisioning that service would need to be discussed at the time of engagement to assure the appropriate configuration is managed and suitably deployed into our Service arrangements. SLA s with our subcontractors assure availability and security of dedicated servers for both Kofax s Cloud service and underlying databases. Staging servers are used for intermediary data processing and publication approval workflow. All servers are subject to backup and restore services with content restoration to within 24 hours of any permanent data loss. 3 BACKUP/RESTORE AND DISASTER RECOVERY PROVISION All hosting providers offer backup and disaster recovery mechanisms with inherent high availability associated with the system. Details regarding planned outages are addressed in the SaaS SLA document within the Kofax Terms and Conditions. Page 3

4 4 ON-BOARDING AND OFF-BOARDING PROCESSES 4.1 On-Boarding Depending on customer requirements, the Kofax service can be deployed within weeks of engagement. Below is an overview of the process steps followed using an industry best practice approach: Consult engage with customers as a result of enquiries to understand their requirements and advise on best approach to engagement to maximise the value they can obtain from the service and offer potential alternatives that achieve their required outcomes. Design This phase allows Kofax to define the specific services needed and when necessary customised services may be procured to satisfy individual customers needs. Build This phase produces the required enhanced, personal, or productised service. Deploy Testing and accessibility with customer engagement results in confirming suitability of the service as required. Operate Management of the service and reviews to ensure the customer is maximising the features of the service. 4.2 Off-Boarding If purchased on a private cloud, there are no specific Off Boarding arrangements as Software licences are operated on a perpetual basis. If purchased as a SaaS offering, when a Subscription expires or terminates, Kofax will retain any Customer Data not deleted for at least 90 days so that the customer may extract it (except for free trials where Kofax may delete Customer Data immediately without any retention period). The customer remains responsible for all storage and other applicable charges during this retention period. Within 30 days following the expiration of this retention period, Kofax will delete all Customer Data, including any cached or back-up copies. On request, Kofax will provide an export of the data held in the database, prior to the deletion of the SQL instance. Kofax would provide the data in a non proprietary format, such as CDL and it would be the customers responsibility to configure and conduct and necessary imports into any new system. It will be the responsibility of the customer to ensure any shortcuts, links, or other references to the service no longer required are deleted from their devices used to access the service. They may also wish to delete any browsing history and ensure in keeping with best practice any browser options are set to delete temporary files and/or any cookies that may have been used through the use of the service. 5 Kofax SECURITY If maintained on a private cloud, applicable onsite security policy s will govern. If provided on public hosted cloud offering, Kofax ensures that customer s data is held in cloud hosted data centres utilising best practice to secure and protect data and that the application is secure using a G-Cloud accredited provider up to IL3. Conscious that access to data is core to balancing strategy and competitive advantage with access to public data Kofax s services are built with your security needs in mind. Kofax devotes significant resources to keeping your data secure and private. 5.1 Secure Encrypted Connection from the Client to the Application Connectivity from Client site into the service offering is over HTTPS. User logon to the service is controlled by encrypted username and password. Page 4

5 6 SERVICE MANAGEMENT DETAILS 6.1 Technical Boundary The Technical boundary is limited to the Software Application 6.2 Support Boundary Limits to the Support Boundary are by agreement with the Client and will depend upon the degree of ownership the Client wishes to take of the end to end solution. Support includes all issues resulting from any faults with the system within the technical boundary 6.3 User Authorization and Roles A predefined administrative account is provided to enable the customer to operate and administer the system including addition of users and definition of user rights within the system. No external access is available to the system without customer authorisation and explicit enablement. 6.4 General Support details Kofax provides Support Services that assist you in realizing the full value of your Kofax Software products. This document describes the Kofax Commitment to provide these Support Services. Offerings Updates and Upgrades All offerings include regularly scheduled Product Releases, which include defect fixes and functional upgrades. Web-based Services o Knowledge Base Customers are entitled to 24x7 access to Kofax knowledge bases. Kofax Technical Support personnel regularly update these information resources with the latest validated information on Case solutions, frequently asked questions, and tips and techniques. o Web-based Support Tool Online Case submission and tracking system allowing eligible contacts to create, update, and review their existing Cases. o Product Updates Download access to the latest Fix Pack and Service Pack releases. Kofax Standard Support (Annual Fee) When a Customer cannot resolve an issue using the tools and resources described in Web-based Services, that Customer can contact the Kofax Technical Support team during the Kofax Business Hours of the Customer s primary installed site. By default, the primary installed site is considered the location of the Customer s corporate headquarters, unless otherwise specified. Kofax 24x7 Support (Annual Fee) Extends Kofax Standard Support to include access to the Kofax Technical Support team for Critical Priority issues around the clock. This support is provided only in English. NOTE: Support is provided for Kofax Software that is covered by a valid current Support Agreement. All components of any Kofax Software, where support is available and offered by Kofax, must be included under a current Support Agreement. Contact Options In all Cases, Kofax requires the Customer contacting Technical Support to be fully trained and, where appropriate, certified on the use of the product. In addition, the Technical Support team validates the coverage of all product licenses by a current Support Agreement. Kofax Partners are required to provide First Line support where the Customer chooses to work with the Partner as the primary support provider. The Partner is expected to provide assistance in answering software installation, configuration, or usage questions; initial error information gathering; error isolation and identification; creating a reproducible test environment; and providing standard fixes or workarounds to known problems. Where the Customer chooses and enters into a Support Agreement with Kofax, Kofax expects the Customer to assist with providing these services. Kofax Technical Support provides Second Line support to its Partners and direct Customers. This includes, but is not limited to, further assistance with the tasks described in the previous paragraph. This may include a workaround or require the Customer to install a Hot Fix, Fix Pack, Service Pack, or upgrade to the latest Product Release. If required, Second Line support includes contacting Research and Development (R&D) for diagnostic assistance or a Hot Fix (if deemed necessary by Kofax to resolve the issue) for Critical Priority problems. Kofax provides Web-based Access, through the Kofax Customer Portal, to contact its Technical Support team. Telephone Access is also available as described in the Kofax Technical Support - Detailed Contact Information document. Page 5

6 Life Cycle Policy Kofax provides new software in the form of Major or Minor Releases. These contain functional enhancements as well as fixes to newly discovered defects. Major Releases are denoted by full versions such as 5., 6., whereas minor releases are expressed as point releases such as 5.1, 5.2, and so on. In addition, on a periodic basis, Kofax releases Service Packs that contain fixes for newly discovered defects. For certain Critical Priority problems, Kofax, at its sole discretion, issues Hot Fixes in the form of cumulative Fix Packs that are then incorporated into the next available Service Pack and Minor or Major Release. Kofax is committed to supporting the most current Major Release and the previous Major Release. When a new Major Release enters General Availability, the previous most current Major Release is no longer available for sale to new customers and is then considered to be the previous Major Release. Kofax continues to support the supplanted previous Major Release for an additional year, only for critical defects. Current customers can continue to buy additional ancillary items for this release through the product s End of Support period. Kofax Extended Support (Annual Fee) When a Major Release Product enters its End of Support period according to the Life Cycle policy, support is available to facilitate migration to a current Major Release. Exclusions Software Support does not cover: (i) modifications made to the standard Software application by the Customer or third parties (including Kofax Professional Services), (ii) applications developed by the Customer or third parties, products, services or functionality not provided by Kofax R&D, (iii) onsite support services at the physical location of the Error, (iv) products for which the Customer has not maintained current certifications, (v) systems engineering services, programming and operations procedures of any sort, (vi) the use of an operating system or any software or hardware or networking systems not certified by Kofax as described in the Kofax Cross Product Compatibility Matrix; (vii) interconnection or integration of the Programs with products not designated Certified or Supported by Kofax, (viii) use of the Programs in a manner for which they were not designed. 7 SERVICE CONSTRAINTS 7.1 Planned Maintenance If a private cloud offering patches will be provided as part of Support maintenance schedules. If offered on a Public Cloud, Kofax will use commercially reasonable efforts to make the Software Service generally available 24 hours a day, 7 days a week, with an expected uptime of 99.5% or more, except for planned downtime (of which Kofax shall give reasonable advance notice and which Kofax shall schedule to the extent reasonably practicable, will be carried out without affecting the Service. This will generally be achieved by carrying out Planned Maintenance during periods of anticipated low traffic which are outside of normal business hours (being 9.00 a.m. to 5.30 p.m GMT Monday to Friday excluding UK Bank and Public Holidays), preferably between the hours of Friday 5.30pm and Saturday 5.30pm. The Service includes access to the latest Fix Pack and Service Pack releases. 7.2 Emergency Maintenance Where Emergency Maintenance is necessary and is likely to affect the Service, Kofax will endeavour to inform the affected parties as soon as possible and in any case within one hour of the start of the Emergency Maintenance. Page 6

7 8 SERVICE LEVELS Operational Commitments Kofax Technical Support prioritizes its Case load based on the Case Priority set by the Customer and validated by Kofax Technical Support. The priorities and the Initial Response Times are defined in this table: Priority Environment Functionality loss Users affected Initial response time critical production major many or all 1 business hour high production major few or N/A 2 business hours normal production minor, how- to, or any 4 business hours usage questions normal non-production any any 4 business hours 8.1 Award of Service Credits: Not applicable 9 Financial recompense Not applicable 10 TRAINING Kofax has the following Training services available which can be discussed in detail at the time of engagement. SFIA card is applicable Live Online Training o Interactive training delivered online by a live instructor o Receive training at any internet-connected location o Convenience of attending a live class without travel expenses On-demand Online Training o Training and certification without leaving your home or office o Pre-recorded training content delivered via your web browser with downloadable videos, materials and labs o Labs completed from your computer using our remote server and you don't need to install software on your system Classroom Training o Attend a class in-person with other students in an interactive learning environment o Regularly scheduled, instructor-led classes o Held in training facilities around the United States or on-site at your facility Computer-based Training o Download all class materials including software, license, class resource files and certification exam registration instructions o Course content may be shared by multiple people without having to purchase a separate class for each person attending Page 7

8 11 INVOICING PROCESS A dedicated Sales and pre Sales team are available via the G-Cloud catalogue contact details. Customer will pay the fees as set forth in mutually agreed order documents and any subsequent renewal fees within 30 days from date of invoice. All fees are payable annually in advance unless otherwise specified 12. TERMINATION TERMS The following highlights from our Terms and Conditions, please refer to our T and Cs for a full set of details The right to use Kofax Software is granted and the accompanying rights and duties shall start upon signing of a mutually agreed contract and shall end 30 (thirty) days after written notice of Kofax if the Customer violates a material provision of the contract (in particular a violation of the licence) and if he fails to remedy such violation within the said period of 30 (thirty) days. Kofax shall be entitled to extraordinary termination of the agreement if (i) the Customer fails to pay due invoices of Kofax within ten days from receipt of a written notice on the outstanding payment or (ii) there is a material breach of the contract on the part of the Customer, which is not remedied within 30 (thirty) days from notice of the existence of such a breach, In the event of termination of this agreement or parts thereof, regardless of cause, the Customer shall at his own expenses immediately destroy all copies of the Software. In regards to consultancy Services the Customer may terminate each Statement of Works (SOW) before completion with effect from ten working days after written notice (receipt by Kofax), provided that the Customer pays Kofax for all services rendered and expenses incurred by Kofax by that date. Moreover, Kofax shall be entitled to compensation for all obligations that cannot be cancelled and are related to the work. The following clauses survive termination Copyright Intellectual Property Indemnification Limited Warranty Limitation of liability Secrecy and Confidential information General terms 13 DATA EXTRACTION /REMOVAL CRITERIA 13.1 Data standards in use The system digitises paper documents into tif or pdf format electronic representations of the documents. Facilities are provided to allow indexing of the documents with metadata either by human operators or through zone based optical character or mark recognition. The data processed is transient in nature the system does not retain any data upon completion of the required processing Consumer generated data If on a public cloud, data remains at all times within the confines of the data centre. Any consumer data which should for any reason be remained in the system, will be returned to the client at their request Consumer generated data is deleted from the system once the document processing has completed as a private cloud offering all data is contained within existing service boundary Data extraction Data is extracted from the input documents using OCR/OMR techniques. Same as above 13.4 Price of extraction Any specific requirements necessitating assistance from Kofax would be subject to specialist skills and engagement when the SFIA rate card would be referred to Not applicable Purge & destroy The data processed is transient in nature the system does not retain any data upon completion of the required processing. Page 8

9 14 DATA PROCESSING AND STORAGE LOCATION(S) Data Processing and storage is dependent on customer nomination of subcontractor or on private cloud at the customer s location. 15 DATA RESTORATION / SERVICE MIGRATION Not Applicable, since data is processed transiently and no user data is retained, only a system level rather data level restoration is required. As a private could existing customers slas with Service providers are expected to manage under this activity 16 CUSTOMER RESPONSIBILITIES Customer responsibility will vary from client to client depending upon technical, operational and support boundaries and will be jointly agreed during service activation all hardware associated with this service is expected to be facilitated by the customer 17 TECHNICAL REQUIREMENTS The Client will need to provide suitable PC s and scanners and high speed internet access from client site to the service. Details can be provided upon request. Complexity and variation in configuration between equipment in this service are diverse and Kofax would discuss this in order to maximise performance at time of engagement 18 BROWSERS Please contact for latest Browser compatibility The following browsers will be supported. IE 8, 9 and 10 Mozilla Firefox 9 and DETAILS OF ANY TRIAL SERVICE AVAILABLE Due to the degree of complexity trials are to be discussed on engagement and agreed depending on requirements. Page 9