Document Reference : Title : GCloud Service Definition - Confirm OnDemand

Transcription

1 Document Reference : Title : GCloud Service Definition - Confirm OnDemand Date : 9 th September 2013

2 1. DOCUMENT PRELIMINARIES 1.1 Document Approval Name Daniel Mills Role Author 1.2 Change History Date Version Amended By Comment 09/09/ Daniel Mills First draft 1.3 Contents 1. DOCUMENT PRELIMINARIES Document Approval Change History Contents SERVICE OVERVIEW Key Features/Advantages Usage Confirm Modules INFORMATION ASSURANCE BACKUP/RESTORE AND DISASTER RECOVERY Database Replication Database Exports File System Backups Disaster Recovery Process Failure Scenarios and Results Summary ON BOARDING and OFF BOARDING On Boarding Off Boarding PRICING SERVICE MANAGEMENT DETAILS Server Hardware/Software Maintenance Upgrades Database Refreshes Map Layer updates Licence Application Monitoring SERVICE CONSTRAINTS Maintenance Windows Mobile Working Data Migrations Training Limitations SERVICE LEVELS Availability Technical Support Version Commercially sensitive information - provided in confidence Page 2 of 24

3 10. FINANCIAL RECOMPENSE MODEL TRAINING ORDERING AND INVOICING PROCESS TERMINATION TERMS DATA RESORATION/SERVICE MIGRATION CONSUMER RESPONSIBILITIES TECHNICAL REQUIREMENTS Connectivity Desktop Requirements Mobile Devices TRIALS Copyright 2013 Pitney Bowes Software Ltd ("PBS"). Except as permitted under applicable law, and subject to the proviso set forth below, no part of this document may be reproduced by any process without the prior written consent of PBS. This document contains proprietary confidential information and trade secrets of PBS. You may not disclose or disseminate this document (or any part thereof) to any third party without the prior written consent of PBS. However, to avoid doubt, PBS do not have, nor will we assert, any ownership rights in any of your proprietary information that you provided to us and is incorporated in this document. Version Commercially sensitive information - provided in confidence Page 3 of 24

4 2. SERVICE OVERVIEW Pitney Bowes Software (PBS) delivers its flagship Infrastructure Asset Management system - Confirm as an OnDemand solution to its customers using a shared infrastructure, where the hardware is owned and managed by PBS. The Confirm OnDemand architecture is load balanced between two independent data centres connected via dedicated high bandwidth leased line for data replication and fail over in the event of a fault at the primary site. 2.1 Key Features/Advantages 2.2 Usage - Managed upgrade process means the software is always kept up to date - Direct access by PBS Engineers and Consultants for trouble shooting / configuration work - Availability and up time SLA with high level performance monitoring - Zero hardware requirements means no investment in refreshes - Multiple customer environments: production, test, development - High fault tolerance achieved by providing multiple physical locations - Includes full DR with Geo-redundant configuration - All access via the public Internet with very little foot print - Cost reduction achieved yet scalability increased - Out of hours upgrades and maintenance Confirm is a modular software solution for the maintenance and management of public infrastructure assets and services including Highways, Lights, Structures, Street Works, Property Maintenance, Grounds, Trees, Cleansing and Waste. The system can be used by the asset steward organisations, service providers, partners, mobile workers and stakeholders in the value chain. With its powerful reporting capabilities, Confirm facilitates and underpins optimised asset maintenance without adding administrative overhead. Organisations purchase only the modules relevant to their particular portfolio of Infrastructure Assets whilst allowing them to change and grow their system should internal reorganisation demand. 2.3 Confirm Modules - Highways & Roads: Optimised maintenance for public roads and associated assets - Bridges & Structures: Specialist asset information system for Structures Engineers - Street Lighting: Optimised management of light assets on the street - Street Works and Permits: Software for the management of Street Works Noticing and Permits (EToN Compliant) - Pavement Management: Pavement Management in the UK (UKPMS) and other geographies - Property Maintenance with Financial Control: Property Maintenance with Financial Control - Grounds and Green Spaces maintenance management: Cost savings with configurable workflows - Tree Management: Survey, Inspect and Manage trees within your financial constraints Version Commercially sensitive information - provided in confidence Page 4 of 24

5 - Street Cleansing: Cut costs and optimise planned and responsive municipal cleansing services - Waste Management, Refuse and Recycling Collections: Cut costs and manage Municipal collections of waste, re-usable and recyclable materials Version Commercially sensitive information - provided in confidence Page 5 of 24

6 3. INFORMATION ASSURANCE Confirm OnDemand has not been accredited to any Impact level, and is classified here as IL0. Version Commercially sensitive information - provided in confidence Page 6 of 24

7 4. BACKUP/RESTORE AND DISASTER RECOVERY 4.1 Database Replication Archive logging and Data Guarding are enabled for the Production Oracle Databases, archive logs are constantly replicated between the data centres. Archive logs are kept for 2 days, the PBS OnDemand team are able to rollback data to any point in time during the 2 day window. Archive Logging and data guarding is not enabled for the Development or Test databases. 4.2 Database Exports In addition to the Archive Logging and Oracle Data Guarding the following exports of the databases are taken: Daily exports: are taken Monday to Thursday and kept for 2 days. Weekly exports: are taken every Friday and kept for 1 month. Monthly exports: are taken on the last day of the month and kept for 1 year. Yearly exports: are taken on the 31st December and kept for 1 year. The exports are replicated across the data centres to ensure that offsite backups are kept. Backups of the Development and Test databases are performed on a one off basis at the request of the customer, or by a PBS Project Manager during a project implementation. 4.3 File System Backups The customer storage area for each environment is continuously replicated between the data centres. 4.4 Disaster Recovery Process This section is intended to provide information around the Disaster Recovery Processes put in place by PBS to prevent loss of service in the production Confirm OnDemand environment Disaster Management Team The Disaster Management Team (DMT) is responsible for providing overall direction of the OnDemand services recovery operations. In the event of a disaster the DMT ascertains the extent of the damage and activates recovery processes as necessary to ensure continuity of production client services. The resilience of each main service is described here: Networking All data centre networking is provided by resilient fibre loops from diverse suppliers to the London Internet Exchange. Both data centres utilise a High Availability pair of managed firewalls in failover mode advertising relevant public IP addresses for the service. In the event of a failure at the primary sites Internet connection or firewall the secondary site firewall comes on line allowing access to the service within seconds over the same IP addresses and DNS names as the primary site. This occurs automatically with no human intervention and is tested biannually. Version Commercially sensitive information - provided in confidence Page 7 of 24

8 Databases Oracle is used as the relational database platform with the addition of Oracle Data Guarding providing near real time database replication to the secondary site. In the event of a database failover all production client databases are available at the secondary site, automatically within minutes, no human intervention is required. This data replication is a continuous process and is monitored from a third site by a team of Oracle trained database specialists. The automated failover of this service is tested annually Applications The application tier is provided by a Citrix Xenapp farm. The Xenapp farm is equally split across both primary and secondary sites with each site containing enough resource to host the entire production client base. In the event of a failure at the primary site the secondary sites application farm can provide the production service automatically with no human intervention required. As this service is load balanced across both sites the secondary site application infrastructure is in constant use by production clients. Due to this PBS do not perform additional testing of failover for this service, it is tested every day by production users Web Services Production Web Services (Citrix Web Interface and Gateways, Connectors, EToN Web Services and FTP) are cloned at the secondary site and are always on allowing them to be accessed over the public internet the moment that a firewall failover occurs. These services are tested biannually along with the firewall failover File Systems and Data Storage All client file storage is provided by DFS (distributed file systems) at the domain level and data is replicated between sites automatically in near real time. In the event of a disaster the client file systems will automatically be provided via the domain DFS from the secondary site. Due to the built in resilience of DFS this occurs automatically with no human intervention required. This process is tested every four months during normal maintenance windows by shutting down the primary site services. 4.5 Failure Scenarios and Results Summary Failure Internet Circuit Primary Site firewall Database Server Web Services File Storage Entire Site Result Secondary site firewall automatically becomes active. User sessions drop but can reconnect instantly via Secondary site firewall automatically becomes active. User sessions drop but can reconnect instantly via Secondary site database automatically becomes active via data guarding. User sessions drop but can reconnect instantly Servers sit idle online at all times, instantly active when firewall failover occurs. Service continues, user sessions will utilize secondary site without any interruption of service. Secondary Site firewall automatically becomes active. Database fails over via data guarding to secondary site. DFS continues with user sessions running from secondary site. User sessions drop but can reconnect instantly via secondary site. Version Commercially sensitive information - provided in confidence Page 8 of 24

9 5. ON BOARDING and OFF BOARDING 5.1 On Boarding Typically led by a PBS Project Manager, customer on boarding into the Confirm OnDemand environment is a simple process. If the customer is already using Confirm as an on premise solution then PBS will guide the customer through the transition to OnDemand. Using PBS Professional Services Consultants, the following are the key work areas: Project Phases - Database platform migration: if required from MS SQL Server to Oracle, if the customer is already Oracle then no migration necessary, a simple dump of the database can be passed to PBS. - Software upgrades: inclusive in the migration is an upgrade of the database to the current version of Confirm in the OnDemand environment, typically the customer will be on an older version. - Interface configuration and testing: making sure that interfaces to third party systems i.e. CRM, Contractor, Financial etc. continue to operate. - UAT handholding: assistance during the testing of the OnDemand in parallel with on premise Production use. Phase one of the customer on boarding project is to gather the requirements by a review of the existing deployment and provision the OnDemand Development environment. Phase two is where the customer will test their business processes in the Development environment with the assistance of PBS Consultants if necessary. Phase three is go live. The customer will take a live cut of the Confirm data and ship to PBS which will be migrated into the OnDemand environment, typically happens over a weekend to minimise downtime and disruption. NOTE: On boarding costs are separate to the Confirm OnDemand pricing and are estimated on a case by case basis, the amount of PBS Professional Services required is entirely dependent on the scope of the project and customer requirements. 5.2 Off Boarding If the customer will continue to use Confirm as an on premise solution the data will be extracted and sent back to the customer as is i.e. the Confirm schema is retained. In this instance the customer has the option to select a data format which can be either MS SQL Server or Oracle. PBS will migrate the data into the relevant format and send it back to the customer, provisions can be made for this to happen multiple times to allow for testing. All other related data i.e. transactional files/document links/map data/logs etc. related to the customers environment can also be sent back upon customer request. PBS Consultants are able to assist the customer in the on premise deployment of Confirm in the same way as the On Boarding (see above section) but in reverse order. The same level of assistance and Project Management can be provided if required by the customer. If the customer is migrating to another system the data will be extracted into a format requested by the customer but without the Confirm schema, therefore the data will be presented in an un-related way. Typically this will be in CSV file format with one file per table in the database. All other customer related data is sent back to the customer in the same way as described above. Version Commercially sensitive information - provided in confidence Page 9 of 24

10 NOTE: Off boarding costs are separate to the Confirm OnDemand pricing and are estimated on a case by case basis, the amount of PBS Professional Services required is entirely dependent on the scope of the project and customer requirements. Version Commercially sensitive information - provided in confidence Page 10 of 24

11 6. PRICING Confirm OnDemand pricing is priced per host user and mobile per month, and can be varied up or down. Minimum number of users is 15. Enterprise licence includes access to all Confirm modules/functionality. Price bands: Number of users Host Mobile Version Commercially sensitive information - provided in confidence Page 11 of 24

12 7. SERVICE MANAGEMENT DETAILS Through the front end, the customer is responsible for maintaining the data and the service which is provided by Confirm. The following are the key areas of service management provided by the PBS OnDemand team: 7.1 Server Hardware/Software Maintenance All patching, upgrades and maintenance of hardware and software used to deliver the OnDemand environment is owned and managed by PBS. 7.2 Upgrades Upgrades to the Confirm OnDemand system are carried out by PBS 4 times per year. The Development environment is upgraded first 30 days prior to being rolled out into production to give customers a chance to test the new software with their business processes. The upgrade schedule is published up to 1 year in advance. 7.3 Database Refreshes Up to 8 refreshes per year are included in the standard offering, customers can request data is copied from Production into either Test or Development. 7.4 Map Layer updates Map data which is stored in Oracle Spatial is loaded and managed by the PBS OnDemand team, the customer has the ability to add and maintain background mapping using a combination of the OnDemand File Explorer and the embedded mapping tool. 7.5 Licence Application The PBS OnDemand team will apply new access codes to enable new modules/functionality on instruction from the PBS Account Manager or Services Delivery Manager. 7.6 Monitoring The architecture of the Confirm OnDemand solution includes dedicated management and monitoring servers running tools designed to actively monitor key areas within the architecture and inform the Confirm OnDemand team of warnings, errors and failures in the software, hardware and network components of the solution. This includes a management tool designed for TCP/IP networks and web services and a scheduling tool with customised conditions for crash detection. Log files for various components of the system are also published to the customer and PBS Technical Support for additional monitoring and general increased visibility of the system. As a guide to monitoring the overall health of a system, the monitoring procedures allow PBS to set warning and critical thresholds for key indicators. These key indicators and their thresholds are listed in the table below: Indicator Warning Threshold Critical Threshold CPU Load 70% average over 5 mins 90% average over 5 mins Memory Load 85% peak usage 95% peak usage Version Commercially sensitive information - provided in confidence Page 12 of 24

13 Disk Space 20% free on any volume 10% free on any volume By utilising warning as well as critical thresholds it is possible for the PBS OnDemand team to identify resource issues and trends in advance and plan for upgrades before they become critical resulting in un-planned downtime. This approach allows the PBS OnDemand team to pro-actively manage the environment and spot possible problems, often, before they occur. alerts are sent to the PBS Technical Support team, the OnDemand team and in some case the customer for action. In addition to this the architecture is managed using the latest SNMP monitoring and alerting tools. The architecture incorporates high levels of fault tolerance to prevent unplanned downtime and where possible redundant architecture is deployed to ensure SLA s are met and exceeded. Version Commercially sensitive information - provided in confidence Page 13 of 24

14 8. SERVICE CONSTRAINTS 8.1 Maintenance Windows Scheduled Downtime is the 4 hour period from 6am to 10am GMT, each Sunday. When extended maintenance is required by PBS, time may be extended with prior 48 hour notification from PBS. 8.2 Mobile Working The customer takes full responsibility for their own hand held devices, PBS provide the URL for data transfers and advise when they need to be upgraded. The customer carries out any subsequent upgrades of the Confirm Mobile software on the hand held devices. In the case of ConfirmConnect the mobile software is upgraded to the latest version on the PBS servers and the mobile app made available by a URL link. 8.3 Data Migrations Data migrations from legacy systems or existing on premise Confirm systems are dealt with separately by the PBS Professional Services Team and not covered by the OnDemand subscription. Prices can be supplied upon request following further analysis of the requirements. 8.4 Training Training is dealt with separately by the PBS Professional Services Team and not covered by the OnDemand subscription. Prices can be supplied upon request following further analysis of the requirements. 8.5 Limitations Mapping Links All customers map data will be stored in Oracle, all mapping components are MapInfo based, there are no ESRI tools in the OnDemand environment, and therefore there are no SDE connections via dedicated lease lines / Point to Point connection. Schematic and Graphical Visualisation (modules 4110 and 4115) rely on MapObjects MapView, for this reason the OnDemand environment does not support these modules Document Links Documents and other files linked to Confirm records can only be accessed from the users local drive, the published applications will not allow the user to select files which are stored on the users networked drives Interfaces There are no direct links into the customer s network, links to other applications used by the customer can only be achieved by Web Services (Internet) and FTP Batch Process The customer will be provided with FTP account details so they can place files onto the FTP site and access the files from the published application, the files can be used in conjunction with any Confirm import routine. Files stored locally on the desktop should not be used for imports due to performance issues. Version Commercially sensitive information - provided in confidence Page 14 of 24

15 8.5.5 Tablet PC Transfer If the customer currently uses TabletPC s, they will need to be upgraded to the latest Confirm mobile version to include the capability to transfer data using the Connector Web Service. The OnDemand environment does not allow for text files to be transferred between TabletPC s and the database. Version Commercially sensitive information - provided in confidence Page 15 of 24

16 9. SERVICE LEVELS The SLA for Confirm OnDemand is based on availability and not performance or response times. 9.1 Availability The Supplier warrants that the Service will be available 98% of the Available Hours of Operation, except as provided below. Availability will be calculated on a rolling calendar monthly basis. The formula used to calculate Availability is: (Total time in a month = Unexpected Downtime - (Scheduled Downtime + Service Disruption) (Total time in a month Schedule Downtime + Service Disruption) Total time in a month = total number of minutes available during a rolling calendar month. Unexpected Downtime: any minutes when the Service is unreachable by the Customer. Scheduled Downtime: the 6 hour period from 06:00 AM to 12:00 PM GMT, each Sunday. When extended maintenance is required by the Supplier, time may be extended with prior notification from the Supplier. Service Disruption: downtime arising from causes beyond the reasonable direct control of the Supplier, such as interruption or failure of telecommunications or digital transmission links, hostile network attacks or a Force Majeure even as described in the Agreement. 9.2 Technical Support See Supporting Document 2 - The_Standard_Support_Agreement_v102.pdf Version Commercially sensitive information - provided in confidence Page 16 of 24

17 10. FINANCIAL RECOMPENSE MODEL During any calendar month if the Supplier does not meet Availability as described above, the Supplier will provide the Customer, with a credit as specified in Table 1 below. If Customer pre-paid the hosting services then the Supplier shall pro-rata the below fee and credit the Customer s account. If the Supplier s Availability falls below eighty five percent (85%) for 2 or more consecutive quarters, the Customer may terminate the Agreement or any Subscription Order by providing 30 day written notice of termination in accordance with Section 3(b) of the Agreement, in which case Supplier will refund Customer any prepaid but unused fees for the remainder of the Term. Table 1 MIS Downtime % Amount ( ) (Indexed) <=2% TBA >2% and <=5% TBA >5% and <=10% TBA >10% and <=15% TBA > 15% TBA Version Commercially sensitive information - provided in confidence Page 17 of 24

18 11. TRAINING Training on the Confirm product can be provided as a separate Professional Services engagement if it is a customer requirement, training is not included in the OnDemand subscription order. Typically for existing on premise customers migrating to OnDemand there are no training requirements as it s a continuation of an existing service, unless there are new users or business areas that require implementation consultancy. Version Commercially sensitive information - provided in confidence Page 18 of 24

19 12. ORDERING AND INVOICING PROCESS Please contact PBS on the number or below to discuss your requirements. Ordering is by Purchase Order only, PBS will invoice on receipt of a Purchase Order. Frequency of invoicing for OnDemand subscription orders can be monthly, quarterly or yearly in advance. pbsoftware.emea@pb.com Phone: Version Commercially sensitive information - provided in confidence Page 19 of 24

20 13. TERMINATION TERMS See section 3 of the Terms & Conditions document PBS OnDemand Agreement Public Sector (Confirm) Apr 13.doc. Version Commercially sensitive information - provided in confidence Page 20 of 24

21 14. DATA RESORATION/SERVICE MIGRATION See off boarding process above. Version Commercially sensitive information - provided in confidence Page 21 of 24

22 15. CONSUMER RESPONSIBILITIES Ensure only those users authorised to access the service attempt to use it and login details are not distributed outside to individuals outside their user community. See Terms & Conditions document PBS OnDemand Agreement Public Sector (Confirm) Apr 13.doc. Version Commercially sensitive information - provided in confidence Page 22 of 24

23 16. TECHNICAL REQUIREMENTS 16.1 Connectivity All connectivity between the customer and the OnDemand environment is achieved using the public Internet, total Internet bandwidth for the entire environment which covers all customers is 20mbit burstable to 100mbit. The performance of any online service greatly depends on a number of things: Line speed (dedicated or shared) Internet connection Number of records Nature of request The application servers run by PBS are specified to gain maximum performance from the system and load balanced across a server farm. The hosted solution is accessed over the Internet, customers are required to provide their users with appropriate Internet connectivity. A minimum of 35 kbps bandwidth is required per concurrent user, with a network latency of less that 100ms Desktop Requirements The customer must have the following in place on each desktop to access the Confirm OnDemand environment: Citrix client Internet Explorer: specific browser versions are determined by Citrix and the version of the Citrix client in use. PBS follows the Citrix support policy with regards to current and previous supported versions. It is the customer s responsibility to ensure that the correct version of the Citrix client is installed on each work station that requires access to Confirm OnDemand. In the event that PBS consider there to be an issue that may be Citrix client related and the Citrix client is unsupported (as per the support statement below), the Support team will request that you upgrade to the most recent version of the Citrix client. The latest version of the Citrix receiver can be downloaded from the following link: Citrix Support Statement: When an updated version of Citrix is released, it will supersede the previous versions unless otherwise noted by Citrix. Citrix will typically support one version back (the current version and previous version). Often to resolve specific issues, Citrix may require upgrading to the latest version. Functionality in previous versions will not be modified, enhanced or altered once an updated version is available Mobile Devices If mobile working is required the customer will need to acquire their own mobile hardware. PBS will provide further detail on supported mobile platforms upon request. Version Commercially sensitive information - provided in confidence Page 23 of 24

24 17. TRIALS Trial accounts can be set up for limited term periods. The default is 60 days, however it may be possible to grant longer terms if required. Please contact us to discuss the setup of any trial account: Phone: Version Commercially sensitive information - provided in confidence Page 24 of 24