Documentum Document Management in the Cloud Service Definition

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1 Documentum Document Management in the Cloud Service Definition Service Overview Working together with its Cloud Services Partner, Skyscape, SynApps Solutions (SynApps) has developed its Documentum Document Management in the Cloud service to enable organisations to acquire a subscription-based, best-of-breed, document management application in a rapid timescale. SynApps is a leading provider of enterprise content management (ECM) solutions and associated consultancy, implementation and support services. SynApps is 100% focused on ECM and is generally acknowledged by ECM vendors, SIs and its customers as an organisation that employs the foremost ECM subject matter experts in the UK and provides the highest level of customer service. EMC is a global provider of information management solutions based on the industry-leading Documentum product-family: Documentum for Enterprise Content Management (ECM) xcp for fast-track configuration and deployment of casemanagement/bpm solutions Captiva for intelligent content capture Skyscape is the service provider of choice for Assured Cloud Services - a scalable service which provides flexible and tailored solutions for the UK Public Sector. Skyscape Assured Cloud is a UK sovereign, secure service with data in named, accredited data centres, which utilise the partner technology and efficiency of the Skyscape Cloud Alliance. Skyscape has a rich catalogue of services across the three Cloud Service Models in IaaS, PaaS and SaaS with meaningful, industry leading SLAs that are aligned to business and based upon the ITIL Service Management framework. Skyscape is acting as a subcontractor to SynApps for the provision and support of Cloud infrastructure. Service and Product Features Document Management in the Cloud provides EMC s industry document management technologies for development and delivery of configured document management applications. Flexibility for growth the solution scales indefinitely and on-demand.

2 Pre-configured document management applications available for integration with an organisation s processes and line-of-business applications. Bespoke configured document management services can be developed in house or by SynApps in advance of subscribing to the services. Assured Security the platform is hosted in highly resilient Tier3, UK sovereign data centres. Based on its experience in delivering and supporting Cloud-based document management services to its customers, SynApps is able to provide (under Lot 4 Specialist Cloud Services) a fully-managed service covering system administration and full application support for the customer s configured applications Example Use Cases Divisions / Business Units of organisations that require a low cost / low commitment acquisition of an enterprise-class, document management application on a service basis. Organisations that have multiple legacy document management systems and wish to migrate to a modern configurable document management platform can take advantage of the cloud pricing model to migrate system by system without any one system incurring the major capital outlay of acquiring enterprise-wide document management technology and the infrastructure to support that. Organisations that require a shared document management system for document / collaboration purposes. Technical Features Document Management in the Cloud is based on EMC s Documentum Enterprise Content Management technology; The most robust security model. Content retention policy management. Compliant records management. An overview of the G-Cloud Service (functional, non-functional) Document management technology for organisations to deliver Document management systems rapidly and efficiently. Live service delivery of configured Document management systems on a subscription model. Information assurance Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information Suitable for information from IL0 to IL6.

3 All datacentres (locales) are highly resilient Tier3, UK sovereign with LISTX status. Connectivity Available Connectivity via the internet or a government secure network (GSI, PNN, N3, etc.) is standard. Level of backup/restore and disaster recovery that will be provided Organisations can choose from a range of protection levels. The default level is Local Protection data is held in a single named UK locale and protected using server virtualisation and EMC GeoParity coding which improves data durability. If organisations cannot tolerate the loss of data, they are recommended to consider the optional Remote Protection level. Optional: Remote Protection can be chosen where virtual servers and data are stored in two UK sovereign locales, with a copy maintained in a primary named UK locale and copied to a geographically remote UK locale. Organisations can also purchase capacity on the SynApps-Skyscape Backup to the Cloud platform on which secondary copies of data can be automatically created and retained. Such data can also be replicated for even higher data durability. On-boarding and Off-boarding processes/scope etc. An organisation will need to engage in definition of their document management system requirements and the configuration / composition of the system, as well as the more detailed activities for the system to integrate to the organisation s existing business processes. SynApps provides comprehensive on-boarding and off-boarding consultancy services through its Lot 4 submission to G-Cloud Framework. Pricing (including unit prices, volume discounts (if any), data extraction etc.) Charge consists of charge per user per month and a storage cost. Number of Users IL0 IL2 IL Over 1, Storage (over and above 1TB) 0.61 per Gb per month. Remote Protection Application: POA Remote Protection Storage: POA

4 Internet data transfer out of the platform (i.e. network traffic) is charged at 0.13 per GB. PSN data transfer (IL2) out of the platform (i.e. network traffic) is charged at 0.26 per GB. GSi data transfer (IL3) out of the platform (i.e. network traffic) is charged at 1.56 per GB. Product / Service Options 1. Pre configured / off the shelf Document management platforms. 2. Tooling to configure / compose bespoke Document management systems. 3. Management option. In many cases, the organisation may choose to manage the application themselves. As an option, SynApps is able to manage the application on behalf of the organisation (through its Lot 4 submission to the G-Cloud framework) 4. Remote Replication (additional cost). Virtual servers and data are stored in two UK sovereign locales, with a copy maintained in a primary named UK locale and copied to a geographically remote UK locale. 5. Backup (optional). SynApps is able to backup either entire virtual servers, or selected data to an independent backup solution based on EMC Avamar. This can allow clients to recover their servers and/or data from a backup. 6. Training. Additional instructor led training is available to complement this service (as a Lot 4 service) Service Management Details A comprehensive secure online Portal provides the most common Service Management functionality. An experienced, qualified ITIL Service Delivery Manager will be assigned to each client, and will be responsible for the on-going client relationship. They will also provide assistance with reporting, incident escalation and continual service improvement, at all times following the SynApps-Skyscape ITIL-based process framework. Service Management functions such as application administration for the application are not in scope of this service. This function can be procured separately from SynApps under Lot 4 of the G-Cloud framework. Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) No built-in service constraints.

5 SynApps will adhere to the following in terms of maintenance windows: Planned Maintenance means any pre-planned maintenance of any infrastructure relating to the Services. SynApps shall provide the Client with at least twenty four (24) hours advance notice of any such planned maintenance: Planned maintenance of the SynApps-Skyscape infrastructure relating to the Services shall happen between the hours of 00:00and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time) on a Saturday and/or Sunday; Planned Maintenance shall be excluded from any availability calculation in regard to Service Credits but shall be included in the monthly service reporting; Emergency Maintenance means any emergency maintenance of any of the infrastructure relating to the Services. Whenever possible, SynApps shall provide the Client with at least six (6) hours advance notice: Whenever possible Emergency Maintenance of the SynApps-Skyscape infrastructure will happen between the hours of 00:00and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time)on Saturday and/or Sunday unless there is an identified and demonstrable immediate risk to a Clients environment; Emergency Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting. Service Levels (e.g. performance, availability, support hours, severity definitions etc.) SynApps offers a 99.95% availability SLA based on the availability of both the portal and the virtual server environment itself. Financial recompense model for not meeting service levels None. Training A range of user and administrators training options available for customisation, extension and integration of the solution. Comprehensive training for composition of document management systems is provided by SynApps and EMC.

6 e-learning Self-paced training, generally one to three hours which can be accessed directly over the Internet or downloaded to your PC for use at your convenience. Also includes downloadable and printable student guides that can be taken anywhere, anytime. Instructor-Led Training (ILT) Traditional classroom training, with hands-on labs or case-studies, delivered at one of our many training centres worldwide, by a highly qualified EMC Documentum instructor. Video Instructor-Led Training (VILT) Top-instructor-delivered, Instructor-Led Training (ILT), packaged in a convenient CD-ROM/DVD-ROM format, with an intuitive navigation menu. Lecture content, lab exercises, and student materials are identical to the ILT. Online Instructor-Led Training (Online ILT) A real time interactive training experience where students participate online to access the instructor-led virtual classroom. Lecture, discussion, questions and answers, and lab exercises make this a rich and flexible training experience. Ordering and invoicing process Clients can view their current usage and charges online in real-time via the portal. Billing for the service is monthly in advance. Payment can be via the following methods: Direct Debit or purchase order. Service lead time New Clients (organisations) will typically be deployed within 1 month from order. Shorter deployment times may be available and prioritised upon request. Existing Organisations have instant access to additional usage with no notice period required. Termination terms By consumers (i.e. consumption) By the Supplier (removal of the G-Cloud Service) One Calendar month notice must be given. There are no termination fees. All data, accounts and access will be permanently deleted.

7 Termination costs There are no termination costs for this Service. However, an organisation must make provision for migration of the document information to another repository. Data restoration / service migration Customer has ability to extract their information. A migration service is offered separately and is recommended to maintain integrity of information under retention. Consumer responsibilities Definition of and configuration / composition of document management system. The control and management of access and responsibilities for end users. Organisations must also be aware of the variable nature of the billing based on usage. The consumer is also responsible for ensuring it applies suitable controls to its sensitive data/application. Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) Individual users will require internet access (IL0-IL2) or connectivity via a government secure network (IL3) to the SynApps-Skyscape Cloud Platforms. Integration to customer Active Directory is required, as is a certified browser platform. Details of any trial service available Demonstration service is available by agreement.

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