G-Cloud Custom Enterprise Mobile Applications Service Definition

Transcription

1 G-Cloud 6 Custom Enterprise Mobile Applications Service Definition 1

2 Table of Contents 1 Service Definition (Technical Service Overview) 1.1 Overview 1.2 Service Detail 1.3 Trial 2 Service and Process 2.1 Service Provisioning On-boarding Training Off-boarding 2.2 Data Storage Data Location Data Extraction / Removal 3 Platform and Service Level 3.1 Platform Architecture Backup and Disaster Recovery 3.2 Support Process 3.3 SLA Support Response Times Scheduled Maintenance 4 Standards and Compliance 4.1 Information Principles 4.2 ICT Strategy and Greening ICT Strategy 2

3 1 Service Definition (Technical Service Overview) 1.1 Overview Journey is Grove s single integrated platform for rapidly building, deploying and running customised enterprise mobile applications. This allows users (or Grove, through a managed service) to rapidly customise and model business processes in an online editor, then instantly deploy to smartphone or tablet users overthe-air (OTA). 1.2 Service Detail Journey is a technology platform for rapidly building and deploying custom business process-oriented mobile apps. Journey allows highly customised solutions to be delivered rapidly without great hassle or cost, allowing return on investment (ROI) to be realised in months instead of years. Journey has been successfully deployed in industries such as construction, field services, asset management, financial services, logistics and healthcare. 1.3 Trial Demo apps are available on request, please contact Grove for more information. 2 Service and Process 2.1 Service Provisioning On-boarding 3

4 The process for implementing a customised enterprise app is as follows: 1. Assess high-level requirements, validate Journey as a potential solution Checkpoint: is there a technical fit, and can we move to scope the required app? 2. If a full technical spec is not available, conduct a scoping exercise to document the required processes (charged at 850/day) Checkpoint: is there a set of signed agreements in place for the project? 3. Project delivery: a. Planning b. Development c. Quality Assurance (QA) and (end) User Acceptance Testing (UAT) d. Deployment and handover Data integration is part of any mobile app solution, and as part of this any required data will be added to the system. This is handled on a case-by-case basis, as each application is customised Training Training is a critical part of any mobile app change management plan, and as part of this, the detailed plan will be defined in the technical scoping exercise. The main recommended approaches are: End-user training - Grove will train end-users in a classroom environment (maximum 1:8) Train-the-Trainer - Grove will train trainers, and help to build a lesson plan so that those trainers can deliver the training to their colleagues (max 1:4) Remote training - Grove will work with you to build training materials such as videos, training sites, and other change management materials Off-boarding To cease the service, contact Grove Support, who will advise on the commercial and technical process to move away from the service. You will retain all your data. 2.2 Data Storage Data Location The application database can be hosted: in the cloud, using Amazon Web Services (AWS) 1 locally, on the client s servers If a client wishes to host the server side of the solution on their infrastructure, Grove can offer a managed service where the client can host a virtual machine (VM) in their DMZ. All configuration and maintenance of the platform could be carried out by Grove, the client is responsible for making the VM available, ensuring the environment is available and running, applying appropriate network configuration (including opening up HTTP ports on the firewall), and providing the operations team with remote (SSH) access to the machine for initial setup and applying updates and security patches (access can be disabled outside of these specified events). The minimum specs for the VM are: Latest LTS version of Ubuntu Server Edition 2 VCPUs 4GB RAM 100GB storage Data Extraction / Removal All data stored on the Journey platform can be retrieved when required. The exact process for data extraction may depend on the data integration with your systems, as every app is custom and therefore has a customised connection to your databases and applications. There are two methods to extract data 1 Amazon s servers for AWS are located in Ireland. 4

5 yourself. Grove can assist with this process. Download by CSV Calls to Journey webservices To permanently remove data from the platform, please contact Grove Support. 3 Platform and Service Level 3.1 Platform Architecture Grove s solution consists of a web-based app development and deployment suite, and a server database platform to handle data interaction between the mobile app users and the underlying client systems, as per the diagram below 2. The web portal allows users to: Create and develop apps Deploy apps to 3 deployment environments: testing, staging and production Directly manage and edit users and data on the platform Backup and Disaster Recovery Daily off-site automated backups are taken, giving a Service Level Agreement (SLA) Recovery Point Objective (RPO) and Recovery Time Objective (RTO) of 24 hours, in case of catastrophic failure (i.e. complete loss of servers). 3.2 Support Process Following deployment of the application to the userbase, day to day support for the app solution (business as usual - BAU) will transition to Grove Support 3. 2 This diagram also includes customised dashboards which Grove can develop, which aren t specifically covered by this document. 3 The client will remain responsible for the support of any internal webservices and data submission processes to ensure they remain operational. 5

6 The recommended support package is Premium Support: 24/7 Phone 4 and Support to address user issues In-Version Maintenance to fix application bugs and issues In-Version Maintenance provides support for the current version of the mobile application with the ability to fix application bugs and issues. In-Version Feature Enhancement Support, to enable the client to add features and functions to the current version. A number of development days per year are included with this support option. Version Upgrade Protection to enable the client to develop new versions of the mobile app. A number of development days are included with this option. Description Standard Support Enhanced Support Premium Support 24/7 Phone and support In-Version Maintenance Customer Success Manager In-Version Feature Enhancement Support Version Upgrade Protection Table Key: Included Not Included Available with restrictions 3.3 SLA Support Response Times Severity Level Issue Logging Initial Response Resolution Objective P1 Incident causing critical impact to Customer Business functions, justifies immediate management attention of Provider and dedicated resources Example: Application has stopped for users working in the field. Issue must be logged via the telephone. 75% of calls will be responded to within 1 minute. 25% of calls will be responded to within 3 minutes. The issue logged will be worked until the Application service is restored or steps required to restore the service have been identified and communicated to you. All support cases received from Customer during each annual support period, a resolution or, in the case of a natural disaster or events beyond our control, a next steps action plan agreed between Grove and Customer will be relayed within the next 2 hours. All reasonable efforts will be taken to provide an acceptable work around and/or a solution within 4 hours 4 Via a UK phone number. 6

7 A Service credit of one hour of development time will be applicable each and everytime Grove is late delivering an acceptable workaround within 4 hours for a P1 P2 Incident causing degradation of Service resulting in impact to Customer business functions, justify priority attention of Provider Example : Partial access to the application resulting in delayed work in the field. Issue may be logged via the telephone or the Support Portal, or via to support@groveis.c om Issues logged will be responded to within 15 min for all calls That all support cases during each annual support period, a resolution or in the case of a natural disaster or events beyond our control, a next steps action plan agreed between Grove and Customer will be relayed within 4 Hours. Provided that the customer provides all requested information in timely* manner P3 Question or how to queries or minor service impact Issue may be logged via the telephone or the Support Portal, or via to support@groveis.c om Issues logged will be responded to within 30 min for all calls That all support cases during each annual support period, a resolution plan will be relayed within 8 Hours. Provided that the customer provides all requested information in timely* manner P4 - Documentation and enhancement requests Issue may be logged via the telephone or the Support Portal, or via to support@groveis.c om Issues logged will be responded to within 1 Business Hour for all calls That all support cases during each annual support period, a resolution plan will be relayed within 24 Hours. Provided that the customer provides all requested information in a timely* manner Scheduled Maintenance On occasion, scheduled maintenance will be required and Grove will perform this with minimum disruption to the service. Grove will schedule required maintenance as follows: You will be informed of scheduled maintenance that will impact service availability at least 48 hours before maintenance is due to start. Grove will aim to schedule maintenance between 20:00 and 01:00 GMT. Impact of unavailability of platform: The devices and mobile app will carry on working offline and once the platform becomes available again, the data generated while offline will sync with the Grove Platform. Clearly, if a service in the mobile app needs online connectivity and the platform is not available, then that feature of the app will not function. 4 Standards and Compliance 4.1 Information Principles When Grove helps clients to design technology solutions, information management is always at the centre of our methodology. We help clients to implement solutions with similar aims to the stated Information Principles, such as: 1) Information is a Valued Asset, and 2) Information is Managed Grove helps clients to unlock the value in their data, by giving users access to fresh data at the right time, through any device 7

8 3) Information is Fit for Purpose, and 4) Information is Standardised and Linkable Grove helps clients to keep data accurate, by increasing the frequency and ease of updating, plus ensuring data is captured correctly first-time (e.g. no manual entry of paper forms back in the office) 5) Information is Re-used Grove s solutions help clients to re-use data by combining it with other relevant data (internal and external), and presenting this to mobile users in the simplest possible format. 6) Public Information is Published, and 7) Citizens and Businesses can Access Information About Themselves Grove can also design solutions to allow broadcast of data on public-facing sites (or data feeds). Grove will assist and comply with public requests to personal data in accordance with the contractual agreements with the client, and relevant legislation. 4.2 ICT Strategy and Greening ICT Strategy Grove is an environmentally-aware company, and strive to ensure green practices at all times, in alignment with the stated Greening Government objectives. Grove will at all times align with the Government ICT Strategy guidelines. 8