SERVICE DEFINITION DOCUMENT MANAGEMENT IN THE CLOUD

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1 Commercial in Confidence 1 G-CLOUD III FRAMEWORK SERVICE DEFINITION DOCUMENT MANAGEMENT IN THE CLOUD Capita Division / Supplier: Capita Business Services Ltd powered by SkyScape Service Name: Document Management in the Cloud

2 Commercial in Confidence 2 SERVICE DEFINITION DOCUMENT MANAGEMENT IN THE CLOUD 1 OVERVIEW OF THE SERVICE 1.1 OVERVIEW The Capita business services (powered by SkyScape) Document Management in the Cloud service enables a customer to acquire an efficient, subscription based Document management application in a rapid timescale, compared to traditional ICT outsourcing or Tower models. 1.2 PRODUCT FEATURES Capita s Document Management in the Cloud provides document management technologies for the development and delivery of configured document management applications with the following functionality: Elasticity the solution scales indefinitely and on-demand Pre-configured document management applications are available for integration with a customer s processes Bespoke configured document management services can be developed in house or by the provider in advance of subscribing to the services Assured Security the platform is hosted in highly resilient Tier3, UK sovereign data centres and can benefit from QinetiQ s Protective Monitoring solution 1.3 EXAMPLE USE CASES Capita s Document Management in the Cloud would be suitable for: Divisions / Business Units of customer organisations which require a low cost / low commitment acquisition of Document management application on a service basis Customers which have multiple legacy document management systems and wish to migrate to a modern configurable Document Management platform, can take advantage of the cloud pricing model to migrate system by system, without any one system incurring the major capital outlay of acquiring enterprise wide document management technology and the supporting infrastructure Customers which require a shared document management system for document / collaboration purposes 1.4 TECHNICAL FEATURES Capita s Document Management in the Cloud offers: The most robust security model Content retention policy management Compliant record management

3 Commercial in Confidence 3 2 INFORMATION ASSURANCE 2.1 INFORMATION SECURITY ACCREDITATION Capita s Document Management in the Cloud is suitable for information from IL0 to IL6. All datacentres (locales) are highly resilient Tier3, UK sovereign. 2.2 CONNECTIVITY AVAILABLE Connectivity via the internet or a government secure network (GSI, PNN, N3, etc.) is standard. 3 BACKUP/RESTORE AND DISASTER RECOVERY Customers can choose from a range of protection levels. Local Protection - data is held in a single named UK locale and protected using server virtualisation and EMC GeoParity coding which improves data durability. If customers cannot tolerate the loss of data, they are recommended to consider the optional Remote Protection level. Remote Protection - data is stored in two UK sovereign Data Centres, with a copy maintained in a primary named UK Data Centre and copied to a geographically remote UK Data Centre. This provides the highest degree of fault tolerance (including site failure) and corresponding data durability. Both can allow for the implementation of versioning which can be useful in allowing data to be reverted to a previous version if the latest version becomes corrupt. 4 ON-BOARDING AND OFF-BOARDING PROCESSES New customers will typically be deployed within one month from order. Shorter deployment times may be available and prioritised upon request. Existing customers have instant access to additional usage with no notice period required. A customer will need to engage in the definition of its document management system requirements and the configuration / composition of the system, as well as the more detailed activities for the system to integrate with the customer s existing business processes. Capita proposes comprehensive on-boarding and off-boarding consultancy services through its Lot 4 submission to the G-Cloud Framework.

4 Commercial in Confidence 4 5 PRICING The Charge consists of a charge per user per month and a storage cost. Local Protection Application: Number of Users IL0 IL2 IL Over 1, Local Protection: Storage (over and above 1TB) 0.58 per Gb per month. Remote Protection Application: POA Remote Protection Storage: POA 6 PRODUCT/ SERVICE OPTIONS There are a range of options available to the customer: Pre-configured / off the shelf Document Management platforms Tooling to configure / compose bespoke Document Management systems Capita may be able to manage the application on behalf of the customer if the customer chooses not to manage the application itself Remote Replication (additional cost) virtual servers and data are stored in two UK sovereign locales, with a copy maintained in a primary named UK locale and copied to a geographically remote UK locale Backup (optional) Capita is able to backup either entire virtual servers or selected data to an independent backup solution based on EMC Avamar. This can allow customers to recover their servers and/or data from a backup Training additional instructor led training is available to complement this service 7 SERVICE MANAGEMENT DETAILS A comprehensive secure online Portal will provide the most common Service Management functionality. Capita will provide a Service Management Service for customers who take G-Cloud services. Details of the service and charges can be found in Lot4 SCS of the G-Cloud framework. An experienced, qualified ITIL Service Delivery Manager (SDM) will be assigned to each customer and will be responsible for the on-going customer relationship. The SDM will also provide assistance with reporting, Incident escalation and Continual Service Improvement, at all times following Capita s ITIL based process framework.

5 Commercial in Confidence 5 Service Management functions such as application administration for the application are not in scope of this service. This function can be procured separately from Capita. Capita will use SkyScape and may use EMC as subcontractors. Other subcontractors can / may be used. 8 SERVICE CONSTRAINTS No service constraints exist, beyond the rich functionality that exists within the Document Management application by Capita. Capita will adhere to the following in terms of maintenance windows. 8.1 PLANNED MAINTENANCE Planned maintenance means any pre-planned maintenance of any infrastructure relating to the service. Capita shall provide the customer with at least 24 hours advance notice of any such planned maintenance. Planned maintenance of Capita s infrastructure relating to the service shall happen between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time) on a Saturday and/or Sunday. No planned maintenance will take place on a Saturday unless agreed in advance by both parties; Planned maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting. 8.2 EMERGENCY MAINTENANCE Emergency maintenance means any emergency maintenance of any of the infrastructure relating to the service. Whenever possible, Capita shall provide the customer with at least six hours advance notice. Whenever possible emergency maintenance of Capita s infrastructure will happen between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time)on Saturday and/or Sunday unless there is an identified and demonstrable immediate risk to a customer s environment. Emergency maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting. 9 SERVICE LEVELS Capita offer a 99.95% Availability SLA based on the availability of both the portal and the virtual server environment itself. 10 FINANCIAL RECOMPENSE MODEL If the service level falls below the stated availability percentage (excluding planned and emergency maintenance periods) the customer will be eligible for service credits. Service credits will be calculated as a percentage (5%) of the fees for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle).

6 Commercial in Confidence 6 11 TRAINING A range of user and administrator training options are available for customisation, extension and integration of the solution. Comprehensive training for composition of document management systems is provided by Capita: e-learning self-paced training, generally one to three hours, which can be accessed directly over the Internet or downloaded to a PC for convenient use. Also includes downloadable and printable student guides that can be taken anywhere, anytime. Instructor-Led Training (ILT) traditional classroom training, with hands-on labs or case-studies, delivered by a highly qualified instructor. Video Instructor-Led Training (VILT) top-instructor-delivered, Instructor-Led Training (ILT), packaged in a convenient CD-ROM/DVD-ROM format, with an intuitive navigation menu. Lecture content, lab exercises, and student materials are identical to the ILT. Online Instructor-Led Training (Online ILT) a real time interactive training experience where students participate online to access the instructor-led virtual classroom. This rich and flexible training experience includes lectures, discussions, questions and answers and lab exercises. 12 ORDERING AND INVOICING PROCESS Customers can view their current usage and charges online in real time via the portal. Billing for the service will be monthly. Payment can be via the following methods: Direct Debit, Debit / credit card or BACs. 13 TERMINATION TERMS Customer shall subscribe for the Services for the Term. The Term starts on the Commencement Date, and continues thereafter for the Minimum Term. Early termination notice can be provided with 30 days prior notice, but the customer is liable for the equivalent of the amount that would have been paid over the minimum term less any payments already made. There are no termination administration fees associated with this service. Customer must make provision for the migration of its document information to another repository. At the point of termination all customer data, accounts and access will be permanently deleted. Capita will permanently destroy or otherwise securely dispose of any data, accounts and access unless there is a relevant Service Description to provide a back-up, in which case the customer may retrieve Content in accordance with the provisions of such Service Description. Full Terms and Conditions for both parties are set out in the Capita Product and Services Agreement and the Capita powered by SkyScape Ts Cs.

7 Commercial in Confidence 7 14 DATA RESTORATION / SERVICE MIGRATION The customer has the ability to extract its information. A migration service is offered separately and is recommended to maintain integrity of the information under retention. 15 CUSTOMER RESPONSIBILITIES The customer is responsible for: The definition of and configuration / composition of the Document Management system The control and management of access and responsibilities for end users Maintaining an awareness of the variable nature of the billing based on usage Ensuring only appropriate data (e.g. IL0-IL2 or IL3) is stored and processed by applications on this environment and that they comply with Security Operating Procedures (SyOps) and other information assurance requirements. 16 TECHNICAL REQUIREMENTS Individual users will require internet access (IL0-IL2) or connectivity via a government secure network (IL3) to the Capita Cloud platforms. Integration to the customer Active Directory is required, as is a certified browser platform. 17 DETAILS OF ANY TRIAL SERVICE AVAILABLE A trial period is not available for this service.