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1 Deloitte & Touche LLP 1750 Tysons Boulevard McLean, VA Tel: (703) Fax: (703) Independent Practitioner s Trust Services Report To the Management of GXS, Inc.: We have examined management s assertions that during the period August 1, 2009 through July 31, 2010, GXS, Inc. (GXS) and Verizon Business (VzB) maintained effective controls over the Trading Grid Online system, based on the AICPA and CICA trust services availability and security criteria to provide reasonable assurance that the system was available for operation and use, as committed or agreed, and the system was protected against unauthorized access (both physical and logical) based on the AICPA and CICA trust services availability and security criteria. GXS and VzB management are responsible for their assertions. Our responsibility is to express an opinion based on our examination. GXS management s description and VzB management s description of the aspects of the Trading Grid Online system covered by their respective assertions are attached. We did not examine these descriptions, and accordingly, we do not express an opinion on them. Our examination was conducted in accordance with attestation standards established by the American Institute of Certified Public Accountants and, accordingly, included (1) obtaining an understanding of GXS and VzB s relevant controls over the availability and security of the Trading Grid Online system; (2) testing and evaluating the operating effectiveness of the controls; and (3) performing such other procedures as we considered necessary in the circumstances. We believe that our examination provides a reasonable basis for our opinion. Because of the nature and inherent limitations of controls, GXS and VzB s ability to meet the aforementioned criteria may be affected. For example, controls may not prevent or detect and correct error or fraud, unauthorized access to systems and information, or failure to comply with internal and external policies or requirements. Also, the projection of any conclusions based on our findings to future periods is subject to the risk that changes may alter the validity of such conclusions. In our opinion, the GXS and VzB management assertions referred to above are fairly stated, in all material respects, based on the AICPA and CICA trust services availability and security criteria. November 8, 2010

2 GXS Management Assertion Regarding the Effectiveness of its Controls GXS, Inc. (GXS) maintained effective controls over the Trading Grid Online System, as defined by the attached System Description document, to provide reasonable assurance that the system was available for operation and use as committed or agreed; the system was protected against unauthorized access (both physical and logical) during the period August 1, 2009 through July 31, 2010, based on the SysTrust TM Availability and Security Criteria established by the American Institute of Certified Public Accountants (AICPA) and the Canadian Institute of Chartered Accountants (CICA). The SysTrust Principles and Criteria are available at or Our attached System Description of the Trading Grid Online System identifies the aspects of the Trading Grid Online System covered by our assertion. November 08, 2010 Date GXS SysTrust Management Assertion 2

3 VzB Management Assertion Regarding the Effectiveness of its Controls Verizon Business (VzB) maintained effective controls over the network and data communication services that support the GXS Trading Grid Online System as defined by the attached System Description document to provide reasonable assurance that the system was available for operation and use as committed or agreed; the system was protected against unauthorized access (both physical and logical) during the period August 1, 2009 through July 31, 2010, based on the SysTrust TM Availability and Security Criteria established by the American Institute of Certified Public Accountants (AICPA) and the Canadian Institute of Chartered Accountants (CICA). The SysTrust Principles and Criteria are available at or The attached System Description of the Trading Grid Online System identifies the aspects of VzB s network and data communication services covered by our assertion. November 08, 2010 Date Verizon Business SysTrust Management Assertion 3

4 System Description of the Trading Grid Online System GXS Business Overview GXS is a global provider of business-to-business (B2B) e-commerce solutions that simplify and enhance business process integration, synchronization and collaboration among trading partners. Since its founding in the 1960s, GXS has grown into a worldwide organization with clients in more than 30 countries supported by over 1,800 employees. GXS is internationally headquartered in Gaithersburg, Maryland and serves customers in five primary value chain areas Automotive, Retail, Consumer Products, High Tech and Financial Services. Additionally, GXS services numerous government agencies, transportation providers, and international standards organizations. GXS also offers a wide range of network and computing-based solutions to help companies, both large and small, connect worldwide with their business partners, synchronize product and price information, optimize inventory levels and demand forecasts, and speed the overall execution of their global supply chains. Trading Grid Online System & Platform Overview System Overview Trading Grid SM Messaging Service (TGMS) Trading Grid SM Messaging Service is the global transaction management service that enables companies to trade business documents electronically. TGMS enables businesses to exchange documents using Extensible Markup Language (XML) as well as traditional Electronic Data Interchange (EDI) document standards. TGMS can be accessed via the Internet or the GXS private network. Trading Grid Online (TGO) Trading Grid Online (TGO) is the centralized multi-lingual, Web-based portal that enables users to register for services, self-provision and self-service. TGO provides a web-based interface to TGMS so that customers can monitor, administer, and manage their Trading Grid service environment. Some of the features of this system include: Community enablement tools - Trading Partner Invitation capabilities allow for the engagement of a Trading Partner Community. Intelligent Web Forms Service allows enablement of those Trading Partners that lack the ability to transact Business Documents in an automated fashion or for those Trading Partners that prefer a Forms Based Solution due to the nature or number of Business Documents that the Trading Partner transacts. Real-time visibility and process controls - Dashboards and intelligent search capabilities enable clients to react to unforeseen challenges, reduce personnel time spent tracking and troubleshooting, and benefit from lower costs and higher revenues that result from more efficient processes. The Dashboard and intelligent Search/Tracking capabilities are the result of GXS continued investment in Event-Centric, Service Oriented Architecture initiatives within the GXS Trading Grid Infrastructure. Event-Centric Dashboard and Search/Tracking functionality allows for the easy inclusion of additional data/process points within Dashboard and Search/Tracking Services as customer demand changes or additional problem domains are integrated within the TGO environment. 4

5 Process efficiency - Multiple-user profiles have been defined to tailor Trading Grid Online to specific language, screen layout, report format, and user authority level requirements. Obtain the support a client needs when and how they need it - Online context-sensitive help can be selected or a client can obtain technical support from the GXS via , phone, or Live Chat. Platform Overview GXS commitment to providing responsive and reliable customer service is supported by the investments made in the underlying technology that supports the delivery of TGO. This includes GXS continued dedication to Open Systems Platform technology. Open Systems Platforms Through the use of the Linux/UNIX processing platform, GXS provides a flexible, wide area networkaccessible UNIX processing environment. The Linux/UNIX processing platform consists of clusters of high availability processors, telecommunications facilities, and high capacity disk storage. This configuration provides clients with: Scaleable capacity options; Shared processing in a secure, network-connected environment; Around the clock operations for processing availability when needed; Highly available systems; and Customer services support to resolve operation questions and problems. Processors While specific configurations are subject to change as needs arise, the GXS clusters currently employ the HP series, HP Intel DL series, Egenera, BladeFrame and SUN medium scale processors in cluster configurations. The current configuration provides a series of fully compatible processors with varied throughput capacity, so clusters can be replicated, with capacity scaled to meet specific needs. Adjusting the number of processors, disk drives, and communication interfaces can also scale clusters. The current Linux/UNIX processing platform contains multiple processors in a cluster configuration. The processors are interconnected with high-speed Local Area Network (LAN) subsystems and connected to redundant disk drives. GXS operates multiple processors for commercial applications while maintaining spare capacity in each Linux/UNIX system to handle the loads of other CPU s in case additional capacity is needed. GXS supports both an active-active and active-passive configuration on the application and database tier. Automatic failover operations allow the switching between Linux/UNIX servers to take place using Legato, Egenera PAN Managers and HP ServiceGuard clustering software for the active-passive applications. Active-Active applications are handled through the use of dual legged application servers such as Weblogic and Oracle RAC. The Linux servers in Egenera leverage PAN Manager s hardware to achieve high availability. This feature detects hardware problems and fails over OS instances over to alternate blades in the failover pool. The servers in the web tier are also running in an active-active configuration through the use of a load balancer by F5, Inc. The current SUN UNIX processing platform contains medium scale processors in a standalone configuration with external mirrored disks. Current models start with the SunFire v120 series hardware through the Sunfire 4800 hardware. In the case of a processor hardware failure, the processor can be removed and replaced with a cold spare. The processors are also configured with mirrored disk arrays to reduce the chance of data loss and downtime due to disk failures. If there is failure on one drive, processing can proceed without interruption on the redundant drive system. This redundancy in both the processor and storage hardware helps GXS attain high availability for client applications. As in the case of network operation support, the Linux/UNIX cluster is scheduled for around the clock availability. 5

6 System Software GXS uses HP UX systems software and its associated monitoring tools such as HP Open View Operations (OVO). This software provides an automated operations environment with extensive application monitoring and scripting. GXS also supports three major Relational Database Management System (RDBMS) products Informix, Oracle and Sybase. These packages, along with the GXS applications, are integrated to provide a complete suite of ecommerce service capabilities to clients. This software environment is closely linked with the hardware processor deployment strategy described above. Physical & Environmental Security GXS management is committed to protecting the assets and technology investments we have made that are essential to providing service to clients. Physical Security Procedures: GXS employees have a blue/white card-key picture badge filed in the security office. Card-key picture badges must be displayed while in the facility where they can be seen at all times. Resident employees are enrolled on the entry and exit hand key three-dimensional hand geometry identity verifiers. When a resident GXS employee is entering the building, he/she enters their PIN on the hand reader and then places their right hand on the hand plate to be cleared by the identity verifier. When the individual is verified on the CHECKPOINT system, security will give the GXS employee their card-key picture badge. This card-key picture badge allows the GXS employee to enter the areas assigned to their card-key badge. When a resident GXS employee is exiting and leaving the premises, they return their card-key picture badge to the security guard, enter their PIN on the hand reader and place their right hand on the hand plate of the identity verifier. This confirms that the GXS employee is departing the building. Emergency evacuation procedures are in place to respond to possible fire, explosion, bomb threat, natural disaster or other threats to personnel safety. Evacuation routes have been posted throughout the facility. Environmental Procedures: Environmental controls are monitored from a central monitoring guard station that is manned twenty-four hours a day, seven days a week. The monitoring stations contain monitoring devices for remote surveillance of the facilities through video and infrared cameras; door alarms; and heat, smoke, and water detector alarms. The Brook Park facility and data center contain fire detection and suppression systems. Smoke and fire detection consists of heat-activated and particle ionization detectors located throughout the facility. Fire suppression consists of an automatic gaseous-based system, wet and dry pipe sprinklers, and handheld fire extinguishers. An outside contractor inspects the fire suppression and detection devices on a periodic basis. Additional environmental monitoring devices are located throughout the data center, including water detection devices and humidity/temperature monitoring devices. On-site or on-call hardware engineers provide immediate response support for computer hardware located at the site. Uninterruptible Power Supply (UPS) systems provide emergency standby electrical power. If power to the data center is interrupted, batteries are available to provide backup power for at least 15 minutes. Diesel/turbine generators are also available and are automatically activated, usually within one minute of a power outage, which provide for continuous power to dedicated resources. Once the generators are at full power, the UPS system batteries are re-charged while incoming power continues to be supplied by the generators. The UPS system batteries and emergency standby generators are regularly tested. Diverse electrical power feeds from local power Company supplies power to the computer equipment, communications equipment, and office facilities. Electrical switchgear and UPS devices are equipped with sensing mechanisms that monitor and temper the flow of electrical power into the facilities. 6

7 Operations & Support Operational policies and procedures have been developed to define management s expectations for the ongoing availability and execution of day-to-day operations. In general, Brook Park is responsible for monitoring GXS s commercial platform components (i.e., mainframe hardware, software and associated components) worldwide, including those located in the United States, Europe, and Asia-Pacific. The Operations group has three shifts responsible for monitoring production operations, twenty-four hours a day, seven days a week. A typical shift has six to eight Operator/Analysts working for an eight-hour period. Day-to-day operation of the computer facility is primarily the responsibility of the Team Leaders and the Technical Analysts. Analysts are responsible for monitoring the systems, processing programs, and first and second level problem identification and resolution. Written standard operating procedures (SOPs) have been developed to provide guidance. These procedures are available online and include instructions to help establish that emergency changes, procedures, and housekeeping are conducted in accordance with GXS standards. Master contact lists, manuals, and guidelines with details of platform and service tools, utilities, and error messages are also maintained online. Operators record problems in the SMS ticketing system along with comments regarding follow up / escalation procedures that they have performed. The SMS system is GXS implementation of HP s Service Center product, which is an Information Technology Infrastructure Library (ITIL)-aligned service management package. In addition, any problems affecting customers are communicated to the Customer Services Organization to notify clients that may call the Customer Services Help Desk. Problems are escalated through the Global Client Operations and Engineering organizations until resolution occurs. Turnover logs are printed at the end of each shift that detail the status of issues occurring over the last 24 hours. The Shift Supervisor and the oncoming Operators review the logs when the shift changes. A turnover log is used to document incidents pertaining to the processing platforms during each shift. Additionally, Operators enter their initials into a checklist to document the completion of listed tasks. Performance monitors are positioned throughout the operations areas. These monitors help the operations staff identify any problems or irregularities. These terminals run HP OVO application software allowing the operators to see alerts for machines, network devices, etc. Operating system-related alarms, reported via OVO, are accompanied by customized procedures that outline the remediation steps for the associated issue. Issues that can t be immediately identified and resolved, and any alarms reported without associated remediation procedures, are escalated to the appropriate 2nd or 3rd tier support organization, or to the vendor, as appropriate. HP Network Node Manager (NNM) and OVO trap logs are maintained online for three days and are then archived. Automated traps are used in conjunction with the monitoring tools to identify potential problems and provide the Operators with error and warning messages so that problems can be resolved in a timely manner, most with no interruption of network or platform services. GXS World Wide Network The GXS Network is an integrated, worldwide network that uses digital transmission, IP/VPN and Asynchronous Transfer Mode (ATM) and multi-protocol routing technologies VPN and dial access methods. GXS integrated network provides application connectivity among local area networks (LANs), hosts, and stand-alone terminal devices. The core of the network is a redundant, IP/VPN backbone. GXS supports the following established communications protocols: Internet protocol suite TCP/IP protocols SNA protocols 7

8 X.25 protocols Bisync protocols Network Control Processor (NCP)-based SNA network 3270 protocol conversion Internetwork Package Exchange (IPX) protocol. The GXS network also has gateways to European X.25/X.75 packet data networks and international record carriers. Verizon Business (VzB) Responsibilities and Controls GXS has transitioned logical access security, network monitoring and network change management & configuration responsibilities for the GXS network to VzB. The VzB Operations group has three shifts responsible for monitoring network devices for GXS, twenty-four hours a day, seven days a week. Analysts are responsible for monitoring the network devices, and first and second level problem identification and resolution. Written standard operating procedures (SOPs) have been developed to provide guidance. Technical Network Controls As a part of the network design, VzB maintains access lists, filters, and default routing tables in the CPE routers. This prevents routing to and from other customers of the network without prior consent from both parties. There is an approval process for granting and terminating employee access to network devices such as routers. TACACS+ protocols are used to restrict access to network routers for users with privileged access. TACACS+ is used by users for remote access to the network. TACACS+ defines the transfer of authentication and authorization between an access server and a centralized database. Privileged individuals are added to the TACACS+ server access control list, and strong authentication is required to login. Telnet sessions are recorded by the telnet session monitoring software on the internal firewall/proxy. Network Monitoring The Operations group at the Cary, NC facility monitors a segment of the GXS network on a twenty-four hours a day, seven days a week basis. The remainder of the network is monitored out of the Verizon Business center in Amsterdam. The Cary Operations group uses the VzB tool SMARTS for network monitoring and the VzB trouble ticket system ETMS to support the WAN and LAN infrastructure for GXS while the Amsterdam center uses a variety of GXS-centric tools to monitor, track and document network events. Incident response, security event handling procedures, and escalation lists provide Operations personnel with guidance for documenting, tracking, escalating and resolving production issues and security incidents. The Amsterdam and Cary centers have operational processes in place to communicate between the centers as events occur in their respective portions of the network. In addition, network performance metrics are reviewed with GXS management each month. Network Change Management and Configuration Changes to Network devices are implemented by the Client Connectivity Engineering (CCE) team, comprised of both GXS and VzB personnel. Changes to Verizon Business managed network devices follow the same control procedures as GXS-managed network devices. 8

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