G-Cloud Service Definition. Canopy Enterprise Content Management for Cloud SaaS

Transcription

1 G-Cloud Service Definition Canopy Enterprise Content Management for Cloud SaaS

2 Canopy Enterprise Content Management (ECM) Canopy ECM is a central, on-demand hub providing the entire Customer document and process management needs and allows the Customer to move its contents to the cloud. This service delivers the following benefits to the Customer: Lower TCO with the help of on-demand and cost-effective ECM environments. Pay for services consumed with a pay-per-use model. Reduce time-to-market With instant access to pre-installed environments, bringing agility & flexibility. Access to leading ECM products by leveraging EMC² Documentum product suite. Focus on business by letting Canopy operate the ECM environment, platform and infrastructure, as well as optional first-level support for the application Reduce development with access to Canopy ECM marketplace to procure prebuilt SAAS vertical ECM solutions. Make applications profitable, by reselling them through Canopy ECM marketplace and act like an ISV. What is it? Canopy ECM provides on-demand environments and filing systems for all the Customer document and process management applications. It is simple, flexible and cost-effective and provides the Customer and system integrator the environment to develop and deploy applications quickly, in a dedicated, highly secure and reliable environment. Canopy ECM operates the Customer applications, providing required cloud platform and management services and optional first level support. System Integrators, such as Canopy, continue to manage application development and maintenance to meet the Customer needs. ii

3 Hosting and management of the service: Tier 3 Datacenters Physical and virtual infrastructure Backup & restore process Scalable resources. Ready-to-develop environments: Suitable for development, integration, or test activity Virtual desktop with pre-installed development tools Technical admin access for self-management Shared resource. Production environments: Also suitable for pre-production or homologation activities Small to large clustered environments Managed by the Canopy Administration team (including app delivery, log access, restart, backup, configuration, patch and update) Functional administrator access to standard app interface Monitoring (server, disk, OS, network, middleware, Documentum) Guaranteed resources. Administration & support teams: Environments templates and instances prepared, maintained and managed by trained and certified Documentum administrators Canopy care support team provides ticketing tool and international support level 1 service, for both incident management and change management. Canopy ECM is beneficial to various kinds of Customers including the following customer types: Customers with existing on premise ECM environments who are willing to optimize their cost, add more capacity, get better time-to-market without additional infrastructure investment. Customers with deprecated versions of ECM runtimes, who want to benefit from evergreen infrastructure for migrating their applications, and to avoid hardware renewal. Customers who wish to fully transition to cloud, and leverage constantly growing catalogue of Canopy solutions. Canopy Consulting will support the Customer with the transition from on-premise to cloud environment, from custom applications to standard catalogue applications. iii

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5 Contents 1. Introduction Service summary How this product can be used Service overview Solution hosting Development environments Production environments Administration team Documentum products and Service Roadmap Information assurance Backup/restore and disaster recovery On-boarding and off-boarding Pricing Service management Consumer service Service process Technical management Service operations Incident resolution Change and configuration management Service management & governance Security Implementation Service constraints Infrastructure constraints Platform constraints: ECM environment constraints: Service levels Financial recompense Training Ordering and invoicing process Termination terms By consumers (i.e. consumption) By the Supplier (removal of the G-Cloud Service) v

6 14. Data restoration / service migration Consumer responsibilities Technical requirements Network requirements Desktop requirements Trial service Glossary vi

7 1. Introduction 1.1 Service summary Canopy ECM provides environments suitable for development, test and production of the EMC² Documentum document and process management application. Canopy ECM provides the following key features: On demand ECM environments allowing the Customer to pay for what they use Instant access to pre-installed environments providing agility and flexibility in the Customer platform provisioning, helping the Customer to reduce the Customer project time-to-market Leading EMC² Documentum product suite to enable the Customer to create and manage the Customer document management and process management applications Management of infrastructure, platform, ECM-core layer by professional administrators, including trained and certified Documentum team. Optional first level support Canopy-care team operates the Customer application. 1.2 How this product can be used Optimising the Customer infrastructure cost and simplify his pricing model Large and medium organisations with existing ECM platform can migrate it to one or more dedicated Canopy ECM environments. The customer will then be charged on a monthly basis for each running environment. Canopy brings the consulting power of Atos to help the Customer deal with this process. Adding flexibility to the Customer platform Starting a business or a project may require fast and adaptive platform provisioning capabilities. Canopy ECM platform offers the flexibility and responsiveness required for adding, cloning or stopping environments. 1

8 2. Service overview 2.1 Solution hosting Canopy ECM is hosted in secure European data centres and includes the management of the physical infrastructure, virtual infrastructure, monitoring and backup infrastructure. Data centre: Canopy ECM is hosted in Atos data centre with the following characteristics: European (Germany) Dual site Tier 3. Infrastructure: Physical infrastructure is delivered by VCE vblock and includes a dedicated Backup infrastructure. Virtual infrastructure: Virtual infrastructure is enabled by VMWare vcloud Director (VCD), and managed by the Canopy operation team. It provides a number of Canopy ECM templates ( blueprints ), which can be provisioned on demand. Infrastructures are compliant with: SAS70 and ISO (compliancy and security certified) Certified according to VMware vcloud Datacenter Program. Elastic resources: The infrastructure resources are scalable and on Customer request the following services can be made available for consumption: CPU per virtual machine (VM) Memory per VM Disk Number of VM Number of virtual appliance (vapp). 2

9 2.2 Development environments Canopy ECM provides Ready-to-develop environments, suitable for development, integration, or test activity, including: Virtual desktop Accessed through remote desktop protocol, the service provides access to all standard pre-installed Documentum development tools. It also provides access to the development servers. Technical administrator access The service provides full access to the development servers, for self-management and administration. Elastic resources On request by delegated authority for the Customer, additional instances of particular machines can be added (such as web application servers). The development environments benefit from standard backup process. See Backup/Restore chapter for details. Resources for development environments, as opposed to production environments, are non-guaranteed. 2.3 Production environments Canopy ECM provides production environments, also suitable for pre-production or testing environments: Small to Large-clustered environments: All products come in a range of blueprint sizes, covering needs of small to large organisations: Managed by Canopy Administration team: A dedicated Canopy team provides: Technical administration Availability management Capacity management Resilience management Security management Reporting And manages tasks on a change basis: Custom application delivery Log access Process/machine/platform start/stop/restart Backup Configure Patch, update The Customer does not have access to the production servers. They can only access standard application interfaces, with personal accounts, including functional administrator capabilities. 3

10 Elastic resources: On request of the owner, additional instances of particular machines can be added (such as web application servers). Production environments benefit from standard backup process. See Backup/Restore chapter for details. Production environments are monitored, on server, disk, OS, network, middleware and custom Documentum level. Standard reports can be provided on a regular monthly basis. Resources for production environments, as opposed to development environments, are guaranteed. 2.4 Administration team Canopy ECM environments are prepared, maintained and supported by EMC² certified consultants. Canopy care support team provides ticketing tool and international support level 1 service, for both incident management and change management. 2.5 Documentum products and Service Roadmap Canopy ECM aims to provide latest major version of EMC Documentum suite. The current product and version list is as follows: 2014 service Q1 Q2 Q3 Q4 ECM products CORE - Documentum server CORE - Documentum Webtop DM - Documentum D BPM - Documentum xcp CAPTURE - Documentum Captiva OUTPUT - Documentum xpression Documentum module option option option option EMC licence (per user) option option option option Hosting Data centre EU EU+NAM EU+NAM EU+NAM +APAC +APAC Dual-site EU+NAM EU+NAM EU+NAM +APAC +APAC Private cloud yes yes Granular recovery yes yes WORM storage yes yes Note: This plan is subject to change please always check the latest version with the product manager. 4

11 3. Information assurance This product is currently available at impact level 0 (IL0). The service can be run at higher Impact Levels including IL1/IL2. 5

12 4. Backup/restore and disaster recovery All environments, including development and production, are backed up. Standard backup provides: Weekly full cold backup Daily incremental hot backup Complete server backup (binaries, logs, data). Canopy Standard backup follows Documentum recommendations and is currently cold (see service levels chapter for details). Canopy Data centres provide DRP option, including double site backup, at additional cost. Regarding service levels, please refer to chapter 9. Granular recovery (part of the 2014 roadmap) will enable to drastically reduce RPO. Current Recovery Point Objective (RPO) is 24 hours. Restoration time depends on Amount of data to restore. 6

13 3 rd party Customer Canopy 5. On-boarding and off-boarding On-boarding of a new Customer will follow the general following process: Building Block Name Service purchase Cpy Cus 3P Qualification of the need X X Proposal X Contract signing X X Service implementation Cpy Cus 3P Environment(s) instantiation On-boarding guide X X Network configuration X X Integration customer SI X Validation X X Service management > Application (Custom software) Development Cpy Cus 3P X Review & testing X X Production delivery X Service termination Cpy Cus 3P application shutdown business data packaging and availability X X business data retrieval X environment deletion X 7

14 6. Pricing The pricing table presented below are the charges associated with the IL0 environment. All prices are budgetary estimates and exclude VAT. Type of environment /month Additional vdesktop 251 training 835 development 1670 Small production 2923 Formal quote must be obtained by sending a completed CEM request for price form. Additional technical resource (CPU, memory, disk, VM) will be charged as an additional cost. Additional logical resource (product module, deliveries, non-standard code) will be charged as an additional cost. 8

15 7. Service management 7.1 Consumer service Canopy Care (optional) is Canopy s first line Service Desk for user support and managing incidents. Internally, Canopy will track issues as per the agreed Service Levels. Issues that cannot be resolved immediately will be handed over to Canopy s second line support. If the issue lies with a custom component developed by customer, Canopy will transfer it to development team. If it is related to platform itself (Documentum, middleware, OS and global installation), Canopy will manage it. Both Canopy team and development team could use editor support (referred as level 4). 7.2 Service process Canopy manages the platforms in accordance with the ISO standards, which are a set of administrative security guidelines that help maintain a high level of security at an organizational and technical level. All services are executed using the processes defined in the Information Technology Infrastructure Library (ITIL). ITIL is a set of practices for IT service management that focuses on aligning IT services with the needs of the business 7.3 Technical management Server and application production support: all operational activities needed to deliver Canopy s services in line with the agreed service levels. Examples are shutdowns and restarts, log file clean-up, batch job scheduling and monitoring, performing ad-hoc backups before making changes. Application backup: configuring and managing the application s backup functionality. Database (re)organization and index management: solving database problems and optimize database performance. Interface management (optional): technically managing the interfaces between Canopy Contracts and other applications. License management: installing, managing and keeping up-to-date the required application and tooling licenses. Multi-language support (optional): installing and managing applicationspecific language packs. 9

16 7.4 Service operations Availability management: keeping the infrastructure and application platform available in line with the agreed service levels, by daily monitoring and taking corrective actions if needed. Capacity management: monitoring and reporting the available resources (disk, memory, processor) against pre-defined thresholds. Performance management: optimizing the infrastructure and application landscape s performance by configuring and monitoring the appropriate parameters. 7.5 Incident resolution Incident management: all actions needed to restore a failing service to its agreed state within the agreed time frames. 7.6 Change and configuration management Change management: performing non-functional changes, having a standard and repeatable nature, or having a too limited scope and impact to justify an extensive change project. Configuration management: documenting and keeping the managed platform up-to-date. Patch management: testing and installing the required patches for applications, databases and the operating system. This includes both security-related patches as well as functional and technical patches. Release management (optional): planning, testing and installing OS, database and application upgrades as a new release or as a grouping of associated updates and changes. 7.7 Service management & governance Query and complaint management: answering questions and managing complaints from Canopy s consumers in a satisfactory way. Problem management: solving and eventually preventing problems, often raised as a result of a number of apparently interrelated incidents. Vendor/third party management: organizing the availability of knowledge and support by hardware and software vendors and other third parties. Service reporting: monthly reporting of service availabilities, service levels, CPU usage, memory, storage and service volumes. 7.8 Security Service account management: managing service accounts and access rights for Canopy s application support employees. Canopy will enforce a security policy e.g. password length, strength and duration, data-protection etc. according to the Canopy baselines. 7.9 Implementation Service setup: installing and configuring the platform as well as the instructions and tooling to perform the platform management at the agreed levels. 10

17 8. Service constraints 8.1 Infrastructure constraints Maintenance windows See service levels chapter. Network connexion Customer needs to configure access to the Canopy platform. See Technical requirements chapter. 8.2 Platform constraints: Backup windows See service levels chapter. 8.3 ECM environment constraints: Documentum license By default, Canopy provides OS and middleware licenses, but does not provide Documentum product license. Under certain circumstances (including minimum engagement period), Canopy can optionally provide EMC licenses under a Pay- As-You-Go model. Documentum modules Canopy provides default set of products and modules which meet most of business requirements. Upon request of Customer, and as part of query and change management process, Canopy will proceed with on-boarding and installation of additional modules. Level of customisation Customer must stick to Documentum product standards in term of application packaging. Packages which would not respect product standards ( non-standard delivery ) will need to study and agreement from Canopy teams. 11

18 9. Service levels Service Level Platform availability, excluding maintenance windows Application minimum availability window Support availability window First line support language Second line support language SLA value 99.5% 5 x 10 hours: business days, 08:00 18:00h (local time) 5 x 10 hours: business days, 08:00 18:00h (local time) Managed by customer English Maintenance window Twice a year, Saturday 08:00 - Sunday 24:00 Service Desk Availability Service Desk Contact Incident resolution times Standard change delay Recovery Time objective (RTO) excluding DC crash Recovery Point Objective (RPO) Retention period for terminated contracts 5 x 10 hours: business days, 08:00 18:00h (local time) Self-service, , local country telephone number limited to identified application administrators Incident priority 1: 90% within 6 hours Incident priority 2: 90% within 18 hours Incident priority 3: 80% within 30 hours Incident priority 4: 80% within mutually agreed due date environment related: 0 business day application related: 4 business days 24h 24h 30 days 12

19 For the determination of the incident Priority, Canopy uses the following classification and definition for Priority 1, 2, 3 and 4. Priority Priority 1 (Critical impact on Customer business processes) Priority 2 (Major impact on customer business processes) Definition The impact on the Customer s business processes is severe. The execution of the primary business process is blocked. A business-critical application is unavailable or very seriously impaired, or Business-critical functions cannot be executed, or A risk is detected and classified as level 1, or The parties involved mutually agree that the Incident is a Priority 1 Incident. There is a major impact on the Customer s business processes. Parts of a business-critical application are unavailable or very seriously impaired, or Parts of business-critical functions are not active, perform incorrectly or perform with response times that deviate significantly from the agreed levels, or End users are able to work but are unable to achieve a normal productivity level, due to the Incident, or A risk is detected and classified as level 2, or The parties involved mutually agree that the Incident is a Priority 2 Incident. Priority 3 (Minor impact on Customer business processes) Default Priority, or A risk is detected and classified as level 3, or The parties involved mutually agree that the Incident is a Priority 3 Incident. Priority 4 (None impact on Customer business processes) There is no impact on Customer s business processes. The Incident has hardly any consequences for the end user(s), but the Service does not fully meet agreements made, or The parties involved mutually agree that the Incident is a Priority 4 Incident. 13

20 10. Financial recompense To minimise the cost to users, Canopy does not provide service credits for use of the service. All Canopy services are provided on a reasonable endeavours basis. Please refer to G Cloud terms and conditions. In accordance with the guidance within the GPS G-Cloud Framework Terms and Conditions, the Customer may terminate the contract at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call Off Contract terms and conditions and the Canopy terms will define the circumstances where a refund of any pre-paid service charges may be available. 14

21 11. Training Trainings are available and provided by EMC Documentum or specific Partners. Canopy ECM provides minimal platforms, suitable for internal training. 15

22 12. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the address GCloud@canopycloud.com Canopy will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable. Once the quotation is agreed, Canopy will issue the customer with the necessary documentation (as required by the G-Cloud Framework) and ask for the customer to provide Canopy with a purchase order. Once received, the customer services will be configured to the requirements as per the original quotation. For new customers, additional new supplier forms may need to be completed. Invoices will be issued to the customer and Shared Services (quoting the purchase order number) for the services procured. On a monthly basis, Canopy will also complete the mandated management information reports to Government Procurement Services detailing the spend that the customer has placed with us. Cabinet Office publish a summary of this monthly management information at: 16

23 13. Termination terms 13.1 By consumers (i.e. consumption) Termination shall be in accordance with: The G-Cloud Framework terms and conditions Any terms agreed within the Call Off Contract under section 10.2 of the Order Form (termination without cause) where the Government Procurement Service (GPS) guidance states At least thirty (30) Working Days in accordance with Clause CO-9.2 of the Call-Off Contract Canopy Supplier Terms for this Service as listed on the G-Cloud CloudStore. For this specific service, by default Canopy ask for at least thirty (30) Working Days prior written notice of termination as per the guidance within the GPS G- Cloud Framework Terms and Conditions By the Supplier (removal of the G-Cloud Service) Canopy commits to continue to provide the service for the duration of the Call Off Contract subject to the terms and conditions of the G-Cloud Framework and Canopy Supplier Terms. 17

24 14. Data restoration / service migration All customer generated data ( business data ) will made available to the customer. That includes, but not exclusively: Database backup files (zipped) Documentum Repository folder hierarchy (zipped). Canopy will not provide images of VMWares or Virtual Appliances (vapp) provided to the customer. Depending on volume of data, additional charges and a separate agreement could be required for getting assistance from Canopy. 18

25 15. Consumer responsibilities In addition to terms and conditions, Customer and System Integrator are fully or partially responsible for: Qualification of the need Contract Signature Network implementation and configuration Any on premise tool installation to access Canopy environments Canopy environment validation Incident, problem and change management related to custom applications Functional administration End-user training Source management Application development, packaging and maintenance (customization, configuration, composition) Application review and testing (including performance non-regression) Applications technical support (including debugging and analysis) Approval for capacity management suggestion Development environment update management. 19

26 16. Technical requirements 16.1 Network requirements Access to the application interface: web interface via internet or VPN Access to developer platforms through RDP. Customer network policy must meet those requirements 16.2 Desktop requirements Requirements are directly related to Documentum product interfaces. Global requirements (detailed requirements provided during on-boarding process): Windows XP SP3 / Windows 7 SP1 / Windows 8 Internet Explorer 8, 9, 10 / Firefox 10.X / Google Chrome 19, 20,

27 17. Trial service Free Trial service is available. Customer can request them on Canopy Website, on the following page: A development environment will be provided, with specific terms and conditions. 21

28 18. Glossary Definition ECM DM BPM VCD VM vapp WORM RPO DC VPN RDP Electronic Content Management Document Management Business Process Management vcloud Director Virtual Machine Virtual Appliance Write Once Read Many (specific storage type suitable for legal archiving) Recovery Point Objective Data Centre Virtual Private Network Remote Desktop Protocol 22

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