Column Case HR-SaaS Delivery

Transcription

1 Column Case HR-SaaS Delivery TM

2 Table of Contents Who is Column? Why Column SaaS? Scope Subscription: What s included? Application modules Delivery of the service Language Support Supported Browsers Service Environment Details Data Centers Scalability Reporting Service Levels and Support Hours Hours of Service Operation Service Level Availability Technical Support Response Target Incident Severity Level Description Planned Maintenance Windows Service Control Administration Change Management Process Database Refresh Backup Data Retention and Archiving Disaster Recovery Authentication Monitoring Security Data Encryption at Rest Data Encryption in Motion Integrations VPN External Authentication File Transfer Application Patches Application Upgrades Enhancement Services Data Residency Data Extraction and Removal Summary The SaaS Business Case

3 Who is Column? Column Technologies, Inc. is a global technology company dedicated to providing operational enhancement products, services, and solutions to small, mid-size and enterprise organizations, as well as to the public and federal sector. Headquartered in the United States, we have over 350 employees around the world, as well as offices in Australia, Canada, India, and the United Kingdom. Column's success is sustained by our collaborative business methodology approach that integrates people, process, technology, and support. Why Column SaaS? Column SaaS provides all the benefits of our Column Case HR application in a cloud-based solution with anytime, anywhere access. Enable your employees with the intuitive Self-Service Portal and streamline your HR operations with the full breadth of features the Column Case HR solution offers, all while leaving the Infrastructure and Operation up to us. Column Technologies owns, hosts, and remotely supports the application while you maintain focus on your customers, employees and strategic business. Column SaaS Benefits Column SaaS has all the benefits of the Cloud but the flexibility of a solution that is tailored to meet your business needs. Our flexible upgrade process, our approach to personalized configurations/customizations, and our powerful integration capabilities provide a balance between capabilities and flexibility that enterprises need when operating in a hybrid cloud and on premise environment

4 Scope This Service Definition describes the main aspects and capabilities provided by the Column Case HR SaaS service offering. Detailed explanations of in-application functionality are not included in this document. Subscription: What s included? For a monthly per-user subscription fee, you get Web access to the Column Case HR Solution. The subscription fee is per user and depending on the necessary access requirements, can be purchased in either the Fixed (Dedicated) or Floating (Shared) variety. The Column SaaS platform comes with 24x7 Monitoring, Disaster Recovery, Security, Access to the latest Application Patches and Upgrades, and 24x7 Support. Application modules Column Case HR is feature-rich, user-friendly and provides a HR Shared Services Tiered Delivery Model approach that has been proven to increase employee satisfaction, reduce HR service delivery resource allocation and lower costs. By providing consistency and increased focus through a Shared Services Model, HR organizations can improve operational processes and efficiencies at a national and global level. A consistent employee experience across the enterprise Expertise that's leveraged as much as possible Economies of scale Stronger governance and change management These modules are included in the Column Case HR SaaS Subscription: - 3 -

5 MODULE Self Service Portal Knowledge Management Case Management Service Level Agreements Customer Satisfaction Survey Business Intelligence / Reporting E Forms PURPOSE Submit and track service requests. Employees manage functions that once had to be performed by an HR staff member. This empowerment means increased efficiencies for the HR organization while top corporate agendas for workforce effectiveness are addressed. Significantly reduce HR Service Delivery costs, while dramatically improving employee productivity and satisfaction. The knowledgebase allows you to reduce the number of calls to the human resource help desk, shorten resolution cycles, minimize escalations, and provide accurate and consistent answers to employees. Consolidate activities and information around a single platform and process. Seamlessly integrate data from disparate sources, provide necessary security, enforce processes, map relationships, and audit access and actions. Measure employee satisfaction and gauge the quality of HR service delivery. Enables your organization to define responsibility, process real-time reporting, and receive automated notifications and cautionary warnings to meet operational and business deadlines. Single point of contact for HR interaction with both past and present employees. Satisfying the needs of internal customers involves maintaining accurate employment records, aiding employees in reaching their career goals and supporting employees capabilities, aptitude, talents and expertise. Business intelligence in HR allows you to make better decisions, ensure compliance and provide improved service and efficiencies. Provides real-time, actionable business insight to make strategic decisions and prove the value of your HR shared service organization. Business process enhancement capabilities, including customizable forms and workflow, specific for your organizational needs. Delivery of the service Environment Provisioning, Support and Management All environments are controlled, monitored and managed by Column SaaS Operations including the underpinning application and infrastructure aspects of the service. Areas of focus including hosting, storage, network, application software and the connectivity between Column and the customer. Additionally, the service includes the management of common activities such as Backup, Refresh and Recovery. Customer Management Functions You get access to Column Customer Service and Support to manage inquiries, issues, changes and requests

6 Disaster Recovery Column SaaS Operations manage the necessary services to achieve agreed upon Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO). Language Support Column HR Case Management is available in many languages including English, French, German, Italian, Spanish, Brazilian Portuguese, Simplified Chinese and Japanese. Supported Browsers Column Case HR supports a rich set of current browsers to enable flexible access to the solution. The Column HR Case Management solution currently supports the following Browser versions (at time of publishing): Microsoft Internet Explorer 9 & 10 Mozilla Firefox 3.6 or later Apple Safari and Later Service Environment Details Column saas provides three separate environments: Development, Quality Assurance, and Production. Application updates flow from the Development environment through Quality Assurance before going live in Production. We provide the infrastructure and compute capacity to simultaneously develop changes and validate changes while knowing your Production environment will not be changed until you are ready. Additional environments for training, secondary testing and other activities are available for an additional monthly fee. ENVIRONMENT Production Quality Assurance Development PURPOSE Production Operation of the Column HR Case Solution Release, testing and validation of Column HR Case components prior to live operation Development of Customer specific integrations, code and configurations Customer data is not comingled with other customer data Environments are available to customers at all times and do not require a request to be created for provisioning Service Locations: All services are delivered and hosted from secure datacenter facilities - 5 -

7 Data Centers US Data Center - Column Technologies is partnered with Latisys. PRIMARY SITE SECONDARY SITE Latisys 1808 Swift Dr. Building C Oakbrook, IL, ,000 sq. Ft. Tier 3 facility Column Headquarters 10 E. 22nd Street Lombard, IL ,000 sq. Ft. Facility Latisys Overview Built to Tier III specifications 24x7x365 manned Network Operations Center (NOC) Physical security: limited issue secure card key access and biometric scanners (24x7x365 monitoring) State-of-the-art alarm system includes an extensive digital recording network of high resolution cameras monitoring all entry points and colocation areas with a minimum of 90 days of recorded playback Multiple fiber route entrances to building Data centers are audited annually to the SOC 2 Type 2 and SOC 3 standards European Data Center - Column Technologies is partnered with Support on the Spot. PRIMARY SITE Support On the Spot Portsmouth Techno pole Kingston Crescent, Portsmouth, PO2 8FA SECONDARY SITE Support on the Spot Red station Frater Gate Business Park Go sport Hampshire - 6 -

8 Support on the Spot Overview Support on the Spot have been recognized by the CIF, CSA for our cloud services and are currently undergoing accreditation from the British assessment bureau for ISO9001, ISO Support on the Spot is accredited by the Cloud industry forum and are also Microsoft, VMware, Veeam and Double Take official partners. SSAE 16, CSAE 3416 and ISAE 3402 Certified, Our Primary DC is also Safe Harbor certified and a member of the Green Grid. Hosted Systems Protected by Multiple Clustered Firewalls with Active/Active configuration for load balancing and Full Intrusion prevention. Our Portsmouth data center is the greenest Data center in the UK. When you choose us as your hosting provider this can make a real difference to your bottom line, as reduced carbon consumption can reduce the carbon allowance payments that need to be made under the UK s CRC Energy Efficiency Scheme % up time guarantee. Scalability Column saas can scale to meet the needs of the world s largest, globally distributed customers. Componentized software modules, extensive use of virtualization, and on demand hardware capacity ensure high performance scaling to thousands of concurrent users. Reporting The Column Case HR saas Solution utilizes Jaspersoft Business Intelligence Technology. With this platform, we provide the following Out Of the Box capabilities for Reporting: Set of Pre-Built, Column Branded Reports - available to use on Day 1 of Service Go-Live Pre-Built Column Case HR Domain for use in building Ad-Hoc reports through the native Jaspersoft UI Ability for the customer to modify existing design and build their own Jaspersoft Reports using Jaspersoft Developer - 7 -

9 Service Levels and Support Hours As a cloud-based solution, customers are able to connect to the application via any supported web browser. Column is fully responsible for the availability of the application. Hours of Service Operation The Column SaaS Operations team in conjunction with our Customer Service Support and Managed Services team provides 24 hour x 7 days per week operation and management of the Column SaaS offering. Service Level Availability Column saas provides 99.5% Service availability commitment for Production Environments. Technical Support Response Target SEVERITY Critical High Medium Low INITIAL RESPONSE TARGETS 15 Clock Minutes 15 Clock Minutes 1 Clock Hour 3 Clock Hours (Service Credits are not provided for missed Targets) - 8 -

10 Incident Severity Level Description SEVERITY LEVEL SEVERITY CRITERIA Critical Critical Service Impact Issue critically affects the primary business service, major application, or mission critical system. Customer resources should be available and willing to work on a 24x7 basis with Column to resolve the issue. Characteristics of a Critical issue include: Business service is not operational Production system crashes Data integrity at risk Production backup and recovery operations fail High Significant Service or Implementation Impact The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available. Medium Moderate Service Impact The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround. Low No Service Impact Non-critical issues, general questions, enhancement requests, or documentation issues. Planned Maintenance Windows Standard maintenance windows are published in advance, typically outside of normal business hours for the region. Reminders are sent at least ten (10) days prior to maintenance. Standard production monthly maintenance windows are a maximum of four (4) hours in duration, with a goal of zero downtime. While most maintenance will not require downtime, infrastructure and shared service upgrades may require downtime within this window

11 Service Control Administration The Service is controlled by a formal change management process operated by Column Technologies: all environments are monitored and managed by Column Technologies. Customers have full access to the Development environment, and limited access to Quality assurance and Production environments. Responsibility for Administrative tasks and activities are to be separated into the following: ACTIVITY RESPONSIBILITY NOTES DESCRIPTION Data Administration Customer Foundation Data Service Catalogue Data Knowledge Data Report Data Management of foundation and other customer data End User Support Customer User Requests User Incidents Support of End User requests and issues User Administration Customer Create, Update, Delete Users Management of users and permissions Service Administration Column Technologies Service Change Management Management and control of the Service through operation of Incident, Change and Request processes Application Maintenance Column Technologies Promotion of QA and Production Changes Management and support of the Column HR Case Management solution necessary to support the agreed level of availability and to undertake patching, upgrade and code promotion Infrastructure Maintenance Column Technologies Management and support of the datacenter infrastructure necessary to support the agreed level of availability

12 Change Management Process The Service is controlled via a defined Change Management Process. ASPECT DESCRIPTION Scope Includes Process used to implement standard integrations (such as non-customized LDAP integrations), fix defects by using hotfixes, and make system configuration changes. These changes can involve hardware, software, or minor code changes The process is also used to migrate changes from one environment to another Scope Excludes Customer-managed systems outside of the Column saas environment Changes made as part of the daily administrative process Change Types Standard Change: A change that involves code customization and requires documentation and an RFC to be submitted Emergency Change: A response to a critical IT situation. An emergency change can be a standard or non-standard change Standard Change Examples Emergency Change Example Application Customization from Customer involving workflow modification or enhancement. Patch/Upgrades OS, Application, Database Integration issue that needs to be corrected ASAP to prevent data corruption or contamination Where a change requires a RFC, a defined process is followed: The change is reviewed against impact and urgency and is approved by the Change Advisory Board Changes approved by the CAB are then scheduled for implementation Changes affecting Quality Assurance or production will involve customer approval Changes requiring customization (such as new integrations or changes to workflow) require approval from the Customization Review Board prior to submission to CAB

13 Database Refresh One (1) quarterly database refresh can be requested to refresh the data and configuration of the Quality Assurance and Development environments from the Production Environment. Backup Data Retention and Archiving The Column SaaS service offering provides the following Backup Data Retention and Archiving by default, however these can be discussed to meet customer requirements if necessary. The following table outlines the Backup Data Retention and Archiving policies for Production customer environments. ASPECT DESCRIPTION All information stored on the file server(s) and server(s). It is the user's responsibility to ensure any data of importance is moved to the file server. Included Data All information stored on network servers, which may include web servers, database servers, domain controllers, firewalls, and remote access servers, and so on. Frequency Database and Server Backups Daily Retention Rotational backups maintained for up to a year in off-site location Disaster Recovery The Column SaaS Business Continuity Plan addresses actions required by Column Technologies should a disaster impact a customer s primary processing location. This plan is tested on a regular basis. The service offers several options for Disaster Recovery to suit a customer s individual Recovery Point and Recovery Time Objectives. The service provides a Standard level of Disaster Recovery, however if not suitable by the customer can be enhanced to meet the customer s requirements. DR LEVEL RECOVERY TIME OBJECTIVE RECOVERY POINT OBJECTIVE Standard 4 Hours 0-24 Hours

14 Authentication The Preferred authentication method for access to the service is SSO via Security Assertion Markup Language (SAML). This is a Software-as-a-Service standard method for authentication services. Other methods also are supported such as native application authentication. Monitoring All Customer environments are monitored 24x7, and Column Customer Support Staff frequently resolves potential incidents before they impact our customers. Should a customer s service be impacted, our support teams will engage to quickly investigate and address the issue to reduce the impact. Security Column Technologies understands that the confidentiality, integrity and availability of your operational information are vital to your organization. We use a multi-layered approach to protect your data, constantly monitoring and improving applications, systems, and processes. All Customer data is hosted in separate databases with their own encryption keys and passwords. Customer Environments never share the same virtual servers and are also protected by separate VLAN s and multiple firewalls ensuring security amongst other customers and the DMZ. Column Technologies follows Industry Best Practices for our securing our environments including implementing a secure network architecture and patching all critical Applications and Operating Systems in a timely manner. Data Encryption at Rest Microsoft TDE (Transparent Database Encryption) it utilized to provide data and log file encryption at the database level. Each Database Instance is completely separate from the others and all are individually encrypted with strong, unique keys. Data Encryption in Motion All Client Browser communication utilizes 128-bit SSL Certificates to provide encrypted and trusted connections to Customers. Column s Certificate Authority is Entrust. ( Internal to the Column SaaS environment, Web Browser to Application transmissions utilizes Standard Security by default. The Standard Security algorithm is 56-bit Data Encryption Standard (DES) using Cipher Block Chaining (CBC) mode. It uses a 512-bit RSA modulus to exchange keys and MD5 MAC to authenticate messages

15 Integrations Column SaaS provides robust support for integrations to Column Case HR and third party services in hybrid environments. Customers are responsible for the maintenance and monitoring of their customizations. A subscription to the Column SaaS offering provides the support for the below integrations: One Virtual Private Network (VPN) if required One authentication source (i.e. LDAP or support SSO methods) if required One system if required One External Source Feed via SFTP if required Includes support for published interfaces (i.e., web services, AR API via VPN), as long as integration does not require additional infrastructure VPN VPN Connectivity may be necessary for your environments depending on the requirements. It is required if the customer requests Application Developer or Report Development Access. External Authentication SSO or LDAP authentication are the most common forms of External Authentication and can be supported within the Column SaaS environments. The Column SaaS Engine works much like an client does. It will connect to an server and send and receive s, loading records into a table inside the database and processing them per the workflow rules. There are several options in configuring OPTIONS Customer Hosted Customer Vendor Column Provided DESCRIPTION Customer provides Mail Server Information and connectivity. Supported Protocols include: Incoming: POP3, IMAP4 Outgoing: SMTP Column will connect with the Customers existing Vendor. Example: Office 365 Customer leverages Column Provided with our Providing Partner Rackspace. All provided mailboxes will use the <customer>.columncloud.com domain

16 File Transfer In many cases a flat-file integration is needed to load the Column Case HR Solution with people profile information. This information can be transferred to Column via SFTP transfer via the means below. Encrypted files can be accommodated as well, if required by the Customer. OPTIONS Customer Hosted SFTP Server DESCRIPTION Column Technologies will retrieve a file or files from a customer hosted FTP Server. Proper connection must be given and maintained by the customer. Column Hosted SFTP Server Column Technologies will host a Secure FTP Server to provide ability to receive and provide files securely from/to the Customer. Application Patches Column Technologies manages all patching and maintenance of the underlying infrastructure and the Column SaaS service. This includes application of patches, service packs, and upgrades. Each environment is patched separately per the Change Management process Application Patches applied to development are not promoted to QA or Production until Customer has completed testing against Customer specific customizations or integrations Column Technologies provides monthly hot fixes and quarterly service packs for Column SaaS customers, based on the customer s schedule. Hot fixes address known issues, and Service Packs may include improved or incremental functionality and will always be coordinated with the customer

17 Application Upgrades Column SaaS simplifies upgrades; long service engagements are not necessary. Column s proven C.A.P.A.B.L.E approach ensures that customers are able to upgrade regardless of the customizations that have been made to their systems. Customers are notified of new releases upon availability. Column SaaS upgrades follow a process as defined in our Change Management process: Development: In agreement with Customer, the Development Environment will be upgraded to the next version. Column Technologies is responsible for re-applying any specific customization or integrations made to the environment at the time of the upgrade. QA: Once testing has been completed on Development, the QA environment is upgraded to the new version. Integrations and customizations within Development will be promoted to QA. Additional testing and training may then be done by the customer. Production: Once UAT and other tests have been completed in QA, the Production environment will be upgraded to the new version of Column HR Case Management. Column Technologies coordinates this upgrade based upon the Customer s business needs. Enhancement Services Our solution provides significant out-of-the-box functionality to allow customers to immediately realize value; however customers may wish to work with our Professional Services team to customize their system based upon their business needs. Data Residency Column SaaS provides for data residency requirements via the customer s initial selection of data centers. Once selected, data remains within the primary and secondary data centers. Data Extraction and Removal Column saas customers retain ownership of their data at all times. Should a customer decide to leave the service, Column Technologies will provide a file containing the Customer data in comma separated value (.csv) or database backup format upon customer request. Customer data is then destroyed via destruction of database encryption keys and data is overwritten with binary zeroes

18 Summary In today s competitive environment, organizations are adopting Software-as-a-Service (SaaS) as an alternative to the traditional software delivery model. Investing in a Column SaaS solution in conjunction with Column Managed Services provides a complete, end-to-end solution for IT and business management needs. Predictable costs coupled with ongoing maintenance allow organizations to concentrate on their business and not the daily upkeep of their systems. From the initial setup to post-live, continuous support, Column takes control of your system to provide a stable and effective solution

19 The SaaS Business Case Save money with a lower per-user expense - and no infrastructure or maintenance costs Leverage industry best practices Save time with rapid deployments that aren t possible with traditional software Gain improved performance and security Use your technology resources to support the business rather than infrastructure Seamlessly receive the latest innovations and upgrades Toll Free-(866) Phone-(630) Copyright 2014 Column Technologies, Inc. Use of this site signifies your acceptance of Column Technologies' Terms & Conditions and Privacy Policy