TIBCO Nimbus Cloud Service

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1 TIBCO Nimbus Cloud Service TIBCO Nimbus TIBCO Software Inc. (NASDAQ: TIBX) is a provider of infrastructure software for companies to use onpremise or as part of cloud computing environments. Whether it's efficient claims or trade processing, cross-selling products based on real-time customer behavior, or averting a crisis before it happens, TIBCO provides companies the two-second advantage the ability to capture the right information, at the right time, and act on it preemptively for a competitive advantage. More than 4,000 customers worldwide rely on TIBCO to manage information, decisions, processes, and applications in real time. Learn more at 2013, TIBCO Software Inc. All rights reserved. Global Headquarters 3303 Hillview Avenue Palo Alto, CA Tel: Fax:

2 Copyright Notice COPYRIGHT 2014 TIBCO Software Inc. This document is unpublished and the foregoing notice is affixed to protect TIBCO Software Inc. in the event of inadvertent publication. All rights reserved. No part of this document may be reproduced in any form, including photocopying or transmission electronically to any computer, without prior written consent of TIBCO Software Inc. The information contained in this document is confidential and proprietary to TIBCO Software Inc. and may not be used or disclosed except as expressly authorized in writing by TIBCO Software Inc. Copyright protection includes material generated from our software programs displayed on the screen, such as icons, screen displays, and the like. Trademarks All brand and product names are trademarks or registered trademarks of their respective holders and are hereby acknowledged. Technologies described herein are either covered by existing patents or patent applications are in progress. Confidentiality The information in this document is subject to change without notice. This document contains information that is confidential and proprietary to TIBCO Software Inc. and its affiliates and may not be copied, published, or disclosed to others, or used for any purposes other than review, without written authorization of an officer of TIBCO Software Inc. Submission of this document does not represent a commitment to implement any portion of this specification in the products of the submitters. Content Warranty The information in this document is subject to change without notice. THIS DOCUMENT IS PROVIDED "AS IS" AND TIBCO MAKES NO WARRANTY, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO ALL WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. TIBCO Software Inc. shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance or use of this material. Export This document and related technical data, are subject to U.S. export control laws, including without limitation the U.S. Export Administration Act and its associated regulations, and may be subject to export or import regulations of other countries. You agree not to export or re-export this document in any form in violation of the applicable export or import laws of the United States or any foreign jurisdiction. For more information, please contact: TIBCO Software Inc Hillview Avenue Palo Alto, CA USA 1

3 Contents Terms of use... 3 Service Overview... 3 Service Environment... 3 Primary Data Centre... 3 Disaster Recovery Data Centre... 3 Service architecture... 4 Service Access... 4 Enterprise Server (web based access)... 4 TIBCO Nimbus Author client... 4 Client Software requirements... 4 File Transfer between Environments... 4 Licensee Responsibilities... 5 Cloud Service standard Software Build... 5 Platform... 5 TIBCO Nimbus software... 5 Miscellaneous... 5 Environment Restrictions... 6 TIBCO Nimbus installation access... 6 Internet access via Citrix... 6 Data Backup and Restores... 6 System Availability... 6 Maintenance Windows... 6 System Access... 7 Disaster Recovery... 7 Operational Procedures... 7 TIBCO Nimbus Cloud and Systems Support... 7 Client Duties... 7 Termination of TIBCO Nimbus Cloud Service... 8 Changes to TIBCO Nimbus Cloud Service

4 Terms of use This document is for information only, and is not contractually binding. You accept the terms of use located at the following URL by continuing to read this documentation Service Overview The TIBCO Nimbus Cloud Service offers the hosting of the TIBCO Nimbus software on systems configured, supported and maintained by TIBCO Nimbus Service Desk The service provides a secure environment for the use of TIBCO Nimbus clients who choose not to install TIBCO Nimbus locally, i.e. for deployment, security and flexibility reasons. The TIBCO Nimbus Cloud Service publishes TIBCO Nimbus software via the internet using two secure methods: TIBCO Nimbus Enterprise Server; providing a web interface for Change Management Users and End Users to view and interact with process maps, documents and other content managed within TIBCO Nimbus. TIBCO Nimbus Client; enabling Process Authors and Administrators to create process maps and manage the TIBCO Nimbus software directly on the TIBCO Nimbus Cloud service. Service Environment Primary Data Centre The TIBCO Nimbus Cloud Service is run from a validated secure data centre within the United Kingdom. This managed environment provides industry-standard power, fire, climate and physical security systems. The environment is monitored 24 x 7 for service interruptions. Disaster Recovery Data Centre In the event of a service failure that requires recovery, there shall be a disaster recovery procedure that shall transition the service to the DR Data Centre (The location of this data centre will be defined at the point of invocation of the DR plan) and restore normal service and make the current data available as normal. 3

5 Service architecture TIBCO Nimbus provides a standard service architecture currently comprising of; TIBCO Nimbus dedicated rack. Industry standard servers, owned and maintained by TIBCO Nimbus Perimeter security provided by a stateful inspection firewall. Environment protection by Intrusion Detection System and Symantec anti-virus software. VMWare ESX virtual server environment. Windows Server 2008R2 operating system platform. Service Access Enterprise Server (web based access) The TIBCO Nimbus Enterprise Server is accessed via the internet using browsers supported by our release policy. The connection is securely encrypted using SSL on port 443. TIBCO Nimbus will provide clients with a connecting URL upon service commencement. Clients are free to use their own URL, with provisions they provide their own Domain Name System (DNS) and SSL certification services. TIBCO Nimbus Author client The TIBCO Nimbus Client runs within a Citrix session. The connection is established via a Citrix Secure Gateway over a 128bit encrypted ICA encapsulated SSL connection on port 443. The connecting network must allow outbound connections on port 443 to enable a successful connection. Citrix server version: Citrix XenApp 6.5 Secured by: Citrix Secure Gateway 3.3 and Web Interface 5.4. Client Software requirements Each connecting client Author needs to install the Citrix Receiver. Downloadable from the Citrix client download site. Connection and configuration settings are automatically deployed to the Citrix client through a secure web interface during the log-on process. File Transfer between Environments Citrix ICA protocol allows for secure file transfers between the client and server computer. Users can elect to attach their local disk drives to the Nimbus Cloud service - these drives are then available for browsing within the user s session. 4

6 Licensee Responsibilities Ensuring that one or more nominated points of contact is known for issuing service notifications and that all contact details are correct and up to date. Licensee s nominated Nimbus Cloud Service administrators ( Administrators ) are responsible for removing Users from their TIBCO Nimbus Cloud instance. Administrators must advise the TIBCO Nimbus Service Desk of user deletions with Administrator or Author privileges prior to their removal. All TIBCO Nimbus Cloud system functionality changes, for example system options. TIBCO Nimbus Service Desk will not perform any changes to functionality. Licensee s authorised representative must request all new users or upgrades by to the TIBCO Nimbus Service Desk. Cloud Service standard Software Build Platform Microsoft Windows Server 2008R2 IIS 7 Citrix XenApp 6.5. TIBCO Nimbus software TIBCO Nimbus Authoring Client TIBCO Nimbus Enterprise Server TIBCO Nimbus Action Server; service Delete service Office integration service LDAP service (as required) TIBCO Nimbus Business Intelligence server TIBCO Nimbus Batch Server Miscellaneous Adobe Acrobat 5

7 Environment Restrictions TIBCO Nimbus installation access Users are restricted to accessing data within their own organisation s TIBCO Nimbus Cloud installation. Where multiple TIBCO Nimbus instances are installed on a shared server, each instance is protected within its own secure container managed by TIBCO Nimbus. Internet access via Citrix Outbound internet and web access is removed from Citrix sessions. This is required to prevent client users from circumventing their own organisation s internet usage policies. Data Backup and Restores Each instance of TIBCO Nimbus is backed up nightly, Monday to Friday (5 days a week). During the backup window TIBCO Nimbus is not available for use. All users are required to log out of the system beforehand. Clients will be advised of their backup window upon service commencement. Daily Backups are held for 14 days, restore requests must be raised as a case to TIBCO Nimbus Service Desk within this period. (Between 07:30-19:30 (GMT), Monday to Friday excluding public holidays). Restore procedures are in place to ensure that the correct data is restored to the correct location. Weekly backup sets are written to tape and stored off-site for disaster recovery purposes. The service is provided and managed by Iron Mountain as trusted custodian. The tapes are retained for five weeks. System Availability Maintenance Windows In order to maintain service levels we reserve the following weekly system outages for essential maintenance; Reserved outages (GMT): Saturdays 06:00 12:00 Wednesdays 12:00 13:00 These outages will only be taken when maintenance work is required: they shall be minimised to avoid operational disruption and maximize service availability. TIBCO Nimbus will use commercially reasonable endeavours to ensure a minimum of one working days notice will be given of our intention to use a reserved outage window. 6

8 System Access With the exception of scheduled and reserved outages as outlined above, TIBCO Nimbus shall use commercially reasonable endeavours to ensure that the access to the Nimbus Cloud Services is available 24 x 7. More information relating to this can be found at the following location: Disaster Recovery In the unlikely event of disaster recovery TIBCO Nimbus has validated and tested processes in place to ensure minimum client impact. The TIBCO Nimbus Cloud Service environment is based upon a hardware-independent virtualised infrastructure. Should a disaster occur, virtual servers are on standby at a secure disaster recovery location ready to restore all TIBCO Nimbus Cloud Service instances. Disaster recovery expectations are within 48hrs of system failure. Operational Procedures TIBCO Nimbus Cloud and Systems Support Support is provided by the TIBCO Nimbus Service Desk. Application and hosting infrastructure issues should be raised through the normal support routes. Support hours and response times for products running on the TIBCO Nimbus Cloud Service are defined as per the contracted level of support with the client and maintenance program. Client Duties The client is responsible for: Accepting the system into production once TIBCO Nimbus has completed the installation or upgrades to the system. The client must notify TIBCO Nimbus by confirming that the system is available, to enable TIBCO Nimbus to begin terms of the agreement. Ensuring that one or more nominated point of contacts is known for issuing service notifications and that all contact details are correct and up to date. TIBCO Nimbus Administrators may remove users from their TIBCO Nimbus Cloud instance. Administrators must advise the TIBCO Nimbus Service Desk of user deletions with Administrator or Author privileges prior to their removal. The client is responsible for all TIBCO Nimbus system functionality changes, for example system options. TIBCO Nimbus Service Desk will not perform any changes to functionality. The authorised client representative must request all new users or upgrades by to the TIBCO Nimbus Service Desk. 7

9 Termination of TIBCO Nimbus Cloud Service At the termination of the service TIBCO Nimbus will perform the following actions: TIBCO Nimbus Cloud Service installation decommissioning System access removal Software uninstalled from TIBCO Nimbus Cloud Server TIBCO Nimbus Cloud Service installation data stored for 60days (including the TIBCO Nimbus process repository and associated data e.g. attachments etc.) At the end of this period the data will be permanently deleted in line with data protection laws. The client may however request that TIBCO Nimbus hold their data for a period greater than 60 days which may incur a fee. Written authorisation to do this must be provided by an authorised representative of the client. TIBCO Nimbus reserves the right to refuse to hold this data for periods greater than 60 days; if requested TIBCO Nimbus will provide a copy of the data on portable media for the client to collect. If the client requires the system to be transitioned to an in-house installation, they may purchase appropriate licenses for this from TIBCO Nimbus and TIBCO Nimbus can assist in the migration as part of agreed and paid for (time and materials) consultancy services. Changes to TIBCO Nimbus Cloud Service The details of the TIBCO Nimbus Cloud service set out in this document may be subject to change without notice, provided that no such change will impact the services for the client. 8

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