Xerox FreeFlow Core Cloud Customer Expectations Document. Version 1.0

Transcription

1 Xerox FreeFlow Core Cloud Customer Expectations Document Version 1.0 September 2015

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3 2015 Xerox Corporation. All rights reserved. XEROX and XEROX and Design, FreeFlow, and VIPP are trademarks of the Xerox Corporation in the United States and/or other countries. Includes Adobe Normalizer Adobe Systems Incorporated. All rights reserved. Adobe, Adobe Normalizer, and Adobe PDF are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries. Other company trademarks are also acknowledged. While every care has been taken in the preparation of this material, no liability will be accepted by Xerox Corporation arising out of any inaccuracies or omissions. Printed in the United States of America. Changes are periodically made to this document. Changes, technical inaccuracies, and typographical errors will be corrected in subsequent editions. Document Version 1.0: (September 2015).

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5 Table of Contents Introduction... 1 Product Overview... 1 Features... 1 Configuration... 2 Supported Printers... 3 On-premise or Cloud... 4 Which solution is right for me?... 4 Upgrading from FreeFlow Core Cloud to On-premise System Technical Requirements Client System Specifications Minimum System Requirements for Client PCs Cloud Services Performance Guidelines Environment Datacenter Locations Availability Security Privacy Updates Automatic System Backup System Software Requirements Software License Permissions PDF Upload Third-Party Application Software Support Protecting Against Virus Attacks Customer Implementation and Training Professional Support Services Customer Support Customer Responsibilities Customer Responsibilities Customer Expectations Agreement Customer Expectations Document i

6 Xerox FreeFlow Core Cloud ii Customer Expectations Document

7 Introduction This document provides the feature details and expectations for Xerox FreeFlow Core Cloud. It is intended to help Customers understand the system requirements and capabilities of the solution. Product Overview Xerox FreeFlow Core is the next generation in workflow solutions from Xerox. It is a browser-based solution that intelligently automates and integrates the processing of print jobs, from file preparation to final production for a hands-free workflow that operates easily, adapts effortlessly, scales quickly and delivers consistently. FreeFlow Core Cloud is the new cloud-based configuration offering of the solution. Running in the cloud means Xerox will install the software on our cloud servers. We will configure and manage the solution maintenance. You simply access your dedicated and secure system from a web browser. The system is all yours to build your own customized workflows; we just make sure it s running smoothly for you. FreeFlow Core Cloud is an attractive option for organizations that don t have dedicated information technology staff, or just don t want the hassle of maintaining software solutions locally. Features Streamline your print process to reduce your costs. A simple setup-and-go solution that s easy to use. Easy to deploy, scale and maintain. Automate your print tasks with a solution that makes your entire operation more productive, day in and day out. FreeFlow Core Cloud keeps each job moving to make your organization superefficient. So you spend less time processing jobs in-house and have more time to build new business. FreeFlow Core Cloud is browser-based and includes Easy Start workflows to help users through the process of creating and managing workflows. It hides the complexity of individual operations and workflow programming with an intuitive graphical user interface. The simple drag-and-drop interface means you don t need a software engineering degree to create workflows. Now anyone can easily manage incoming jobs and get them done in a fraction of the time. FreeFlow Core Cloud makes automation easier than ever. Xerox sets up, manages and hosts the solution, the software comes configured for the most common tasks, and anyone in the shop can simply log on and start automating their work processes. Customer Expectations Document 1

8 Xerox FreeFlow Core Cloud Affordable monthly service. Why buy aging technology or tie up capital in software when you can just pay for the services you need? FreeFlow Core Cloud eliminates the need to buy expensive hardware and offers an affordable subscription plan. Configuration Xerox FreeFlow Core Cloud Xerox FreeFlow Core Cloud is a total solution for automated print production. It lets you build workflows for preflight, image enhancement, imposition and print job submission, and includes powerful tools for PDF optimization, color management and document manipulation helping users speed through a wide range of file optimization actions, including adding barcodes, pressmarks, and text and image watermarks. It automates your entire production process by transforming manual steps in your workflow into programmed actions. FreeFlow Core Cloud offers an affordable twelve-month subscription plan, renewed automatically annually until the service is terminated unless otherwise specified in your service agreement. Whether you process ten jobs a day or 100 have one printer of 5, there s no limit to the number of jobs that can be processed or printers you can connect to, all at no additional cost. Xerox FreeFlow Core Cloud is available as a single configuration that includes functions essential to automating and simplifying the most common workflow operations, including: Linear and Rules-based Workflows Pressmarks Preflight Page Numbers Imposition Resize Pages Enhance Images Rotate Pages Print Insert Pages Optimize Delete Pages Manage Color Join Barcodes Route Watermarks Split Note While certain capabilities available with the on-premise version, including Hot Folders, device routing, Manifest Automation from Xerox (MAX) and JMF, remain accessible from the FreeFlow Core Cloud user interface, these capabilities are not supported in the cloud in order to maintain a secure computing environment for users. Automatic System Backup Keep your solution safe with automatic system backups there s nothing additional to purchase. 2 Customer Expectations Document

9 Supported Printers Xerox FreeFlow Core Cloud supports seamless job submission from the cloud to local printer destinations located behind a firewall inside the customer s network. See the Xerox FreeFlow Core Cloud Quick Start Guide for more information. This document may be obtained from the Support & Drivers section on Xerox.com. FreeFlow Core Cloud supports job submission to Internet Printing Protocol (IPP)-based Printer Destinations including FreeFlow Print Server (version 7.0 SP3 and higher), EFI (System 10 and higher) and Xerox Integrated copy/print server (version 1.0) enabling retrieval of supported job ticketing information and print submission. To the extent that a particular device publishes certain capabilities via IPP such as copy count, media type, sides-imaged, output location, etc., FreeFlow Core Cloud will retrieve that information and use it to populate the printer description, the list of queues and the job ticketing options for that device. If a particular device does not publish certain attributes, they will not be available in FreeFlow Core Cloud but may still be programed at the device. See the Xerox FreeFlow Core Release Notes for a list of supported Xerox printers and Digital Front-Ends (DFE). This document may be obtained from the Support & Drivers section on Xerox.com. Note The following protocols must be enabled on the DFE: IPP Printing: Enables retrieval of supported job ticketing, and print submission. SNMP: Enables device type discovery via the Standard Device Description. Customer Expectations Document 3

10 Xerox FreeFlow Core Cloud On-premise or Cloud Which solution is right for me? The cloud is a network of computers that work together, performing different functions, to help store and process data. This is called cloud computing, and these computer networks are housed inside data centers across the globe. Rather than saving files locally on your computer s hard drive, you can go online and send your digital files to these data centers. This means as long as you have an Internet connection, you can access your files anytime, on any device. FreeFlow Core Cloud is built on a standard cloud environment that includes the same configuration capabilities for the hardware, network, and operating system for all customers. Given that multiple customers are running the same instance of software, FreeFlow Core Cloud is best suited to companies with little or no need for minor or major software alteration or reconfiguration. This kind of standardization is a benefit to companies who use software out of the box. While customers are still afforded all the advantages of features that are essential to automating and simplifying the most common workflow operations, certain capabilities available with the on-premise version are not supported in the cloud in order to maintain a secure computing environment for users. See the table below for differences between the on-premise and cloud versions. Description Software Configuration Hardware Configuration Cost FreeFlow Core Powerful workflow automation platform that delivers maximum flexibility to automate and streamline your print production process. Modular Flexible, customer-supplied Software plus annual maintenance. FreeFlow Core Cloud Workflow automation made easy just open your browser and start automating. Static Static Small initial investment plus annual subscription. Integration Various options Limited Extended Solutions Upgrades Fully supported Additional modules may be added any time. Not upgradeable to FreeFlow Core Cloud. Partial support Single configuration. Upgradeable to FreeFlow Core. Still have questions? Contact your Xerox Sales Representative for more information. 4 Customer Expectations Document

11 Upgrading from FreeFlow Core Cloud to On-premise FreeFlow Core Cloud is an attractive option for businesses that don t have dedicated information technology staff, or just don t want the hassle of maintaining software solutions locally. When your requirements grow beyond the cloud, Xerox offers a seamless transition from the cloud to the on-premise version for the ultimate flexibility. Contact your Xerox Sales Representative for more information. Customer Expectations Document 5

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13 1 System Technical Requirements 1 Client System Specifications Accessing the cloud service is supported on platforms that meet (or exceed) the system requirements defined by Xerox on the next page. Should Xerox determine that the customer-supplied platform does not meet or exceed these requirements, Xerox reserves the right to refuse support until such non-conforming areas are remedied. It is the responsibility of the Customer to provide, install and configure the client PC (local system) with an appropriately licensed version of the Operating System prior to accessing the cloud service. Customer Expectations Document 1-7

14 Xerox FreeFlow Core Cloud Minimum System Requirements for Client PCs Minimum System Requirements Hardware Components Processor Intel Xeon Processor E5, 2.5 GHz or better System Memory Hard Drive 8 GB 10 GB of available free space Peripherals LCD Monitor and Video Controller with at least 1280 x 1024 (minimum) / 1900 x 1200 (recommended) resolution and 32-bit color Keyboard and mouse Internet 100Mbps Software Components Operating System Note Foundation, Core, Home, Starter and Essential editions are not supported. Microsoft Windows 7 SP1 (64 bit) Pro Enterprise Microsoft Windows 8.1 Update (64 bit) Pro Enterprise Microsoft Windows 2008 Server R2 SP1 Standard Microsoft Windows Server 2012 R2 Update Standard Infrastructure Microsoft.NET Framework 4.5 or higher Microsoft Silverlight or higher Web Browser Internet Explorer 10 or higher via compatibility mode Firefox 27 or higher Safari or higher Optional Software Components Application Software Adobe Acrobat Reader (to open and view PDF files within the browser window) 1-8 Customer Expectations Document

15 Cloud Services Performance Guidelines Your Internet bandwidth determines how much data can pass through your network at once and affects how long it takes to upload or download information from the cloud. Bandwidth is the minimum capacity (measured in megabits per second) across all network links between the user and the application server. The slowest link is typically the user's access line to the Internet. Every Internet connection has a specified maximum bandwidth, but many factors can combine to limit this for a particular device. Your own experience is immediately affected by the number of Internet-based processes you use on your computer. As you increase the number of simultaneous Internet tasks, the speed of each one can decrease, which results in a slowness of the actual speed of a connection. Bandwidth isn't particularly important when downloading lots of small files when doing something like Web browsing or ing because the information exchanges are relatively small. However, bandwidth is key when doing something like downloading large files from the cloud. For example, if your network has a 2 Mbps connection, it will take a little over an hour to download a 1 GB file, while a bigger bandwidth like a 50 Mbps connection would take less than three minutes to download the same file. Note FreeFlow Core Cloud does not impose any limitations on file size. However, you may experience a Timeout expired error when accessing the cloud service due to a network problem or improperly configured firewall, if the timeout period elapses prior to completing an operation, or if the network bandwidth is insufficient. Higher bandwidth means more network capacity. When it comes to the cloud, you can pay for more capacity and spend less time waiting for uploads and downloads and more time being productive, or work with a lower bandwidth, suffer network bottlenecks, and spend more time waiting. To maximize productivity, you ll want to match your network capacity to your bandwidth needs. To do that, you ll need to know what bandwidth your business needs once you transition to the cloud. Whatever solution you put in place should be scalable and have the capacity to meet your future needs. What are your network capacity requirements? To know how much you ll need, start with what you re using today. You ll want to consider things like how many users use VOIP, how much is sent and received, and how much data you plan to upload and download from the cloud. There are no particular limits on how big an , Web page or data file will be, and accordingly, there's no simple way of determining how much bandwidth a given service will demand. Customer Expectations Document 1-9

16 Xerox FreeFlow Core Cloud The only way to know how much bandwidth you'll need is to measure it as usage patterns from user to user and company to company vary greatly. There are a variety of resources available on the Internet designed to help businesses estimate bandwidth requirements, including the bandwidth calculator available at Speedtest.net. You may also contact your Xerox Sales Representative for a comprehensive assessment of your bandwidth requirements in conjunction with FreeFlow Core Cloud. Environment FreeFlow Core Cloud is built on a standard cloud environment that includes the same configuration capabilities for the hardware, network, and operating system for all customers. The cloud services run the Microsoft Windows Server 2012 R2 DataCenter operating system. The operating system is installed in English. Each Customer is allotted specific storage capacity. This storage size can be increased via Professional Services for an additional charge. The FreeFlow Cloud server may stop accepting, processing, or delivering data when the allotted storage capacity is reached, thus causing server unavailability or data loss. See Monitoring below. FreeFlow Core Cloud is a web-based application. The web browser locale settings determine the language and units used in the FreeFlow Core Cloud user interface (UI). The following languages are supported: English French Italian Russian Dutch German Portuguese Spanish If there is no translation for the language defined in the browser locale, the FreeFlow Core UI defaults to US English. Monitoring FreeFlow Core includes a service that automatically monitors critical resources and provides a warning in the User Interface when memory and/or disk space become constrained. These warnings are not only informational, but identify conditions that will prevent reliable operation of the system. Customers should carefully monitor their usage and proactively engage Xerox Professional Services to prevent such unavailability of the cloud services or data loss Customer Expectations Document

17 Datacenter Locations The cloud services are available around the world through geographically located datacenters, with the goal of providing the service in proximity to a customer s geographic locale. For information on the location of a datacenter(s) in proximity to your geographic local refer to: Availability Xerox uses commercially reasonable efforts to make the cloud services available during regular business hours local time. Temporary interruptions of the service may occur as normal events. To guarantee optimal performance of the service, Xerox performs maintenance on the FreeFlow Core Cloud servers on a routine basis. Such maintenance often requires taking the servers off-line. In such cases, Xerox will provide no less than two (2) days advanced notice of maintenance operations that impact the cloud services. Security At Xerox, product security issues are front and center. As a leader in the development of digital technology, Xerox has demonstrated a commitment to keeping digital information safe and secure by identifying potential vulnerabilities and proactively addressing them to limit risk. Xerox strives to provide the most secure software product possible based on the information and technologies available, while maintaining product performance, value, functionality and productivity. FreeFlow Core Cloud is assessed for security compliance using commercially available vulnerability and penetration scanning tools. Application vulnerabilities are addressed based on the results of these scans. To maximize security, Xerox also regularly applies security patches provided by third-party software vendors (e.g., Microsoft security updates) to ensure that the software is configured to the most secure settings. Customers can increase security by installing a firewall and/or implementing a private network. Customers should also use tools to monitor and log physical and network access to determine if, and when, a security incident has occurred. Cloud Services Security is built into the cloud services from the ground up, starting with a process that embeds security requirements into every phase of deployment. The cloud services are resilient to attacks by ensuring that operational activities follow rigorous security guidelines. Technological safeguards The cloud services use encrypted communications and operation processes to help keep customer data secure. For data in transit, the cloud services use industry-standard transport protocols between user devices and datacenters, and within datacenters themselves. Customer Expectations Document 1-11

18 Xerox FreeFlow Core Cloud Network security The cloud services block unauthorized traffic to and within the datacenters, using a variety of technologies such as firewalls and partitioned local area networks (LANs). Threat management To protect against online threats, the cloud services employ antimalware and use detection and mitigation techniques to protect against attacks. FreeFlow Core Cloud FreeFlow Core Cloud requires users to authenticate before using any of its features. Basic authentication is performed by the application by providing encrypted username and password information over the HTTP protocol using Port 80. Once authentication is complete, data is passed between the FreeFlow Core Cloud client system and FreeFlow Core Cloud. This data consists of uploading supported file types and the location of Output Devices. Users are only able to access the files they ve uploaded and the Output Devices they ve configured. Communication between FreeFlow Core Cloud and Local Output Destinations Communication between the FreeFlow Core Cloud server and a FreeFlow Core Cloud client system is accomplished via a secure HTTP (HTTPS) connection, relying on the operating system to validate the security certificate as part of establishing the SSL connection. Communication between the FreeFlow Core Cloud client system and local printer destinations is accomplished via HTTP. For more information, see the Xerox FreeFlow Core Security Guide. This document may be obtained from the Support & Drivers section on Xerox.com. Privacy Xerox maintains the information it receives online in strict confidence; information you submit to Xerox is not sold to or shared with third parties, except our subsidiaries, affiliates, agents and partners. Xerox reserves the right to notify you about administrative and maintenance matters pertaining to the cloud services. For further information please read Xerox s Privacy Policy at Updates The cloud service employs automatic Microsoft system updates to ensure that the operating system environment is always secure, without maintenance windows or downtime. To maximize security, Xerox applies regular FreeFlow Core application updates and upgrades during scheduled maintenance windows to ensure that customers are always running the latest version of the software, and ensures that any third-party software is configured to the most secure settings Customer Expectations Document

19 Automatic System Backup Automatic system backups protect critical application data. In the event of data corruption, hardware failure or other data loss, Xerox will make efforts to restore lost or corrupted data from server backups. Customer Expectations Document 1-13

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21 2 System Software Requirements 2 Software License Permissions This FreeFlow product is offered subject to your acceptance of a Service Level Agreement (SLA), the software license agreement included with the software and to limited warranty terms. Customers may not assign, sell, transfer, rent, loan, or sublicense their right to use the software and/or cloud services. PDF Upload In addition to PDF, FreeFlow Core Cloud supports uploading the following file types to the cloud service: Postscript EPS JPEG JPG PNG TIFF Third-Party Application Software Support Xerox does not provide support for third-party software applications which are not included, or otherwise specified as part of the minimum system requirements specified in Section 1: System Technical Requirements. In order to isolate issues effectively, Xerox reserves the right to request that any unsupported third-party software be removed. Customers are responsible for ensuring that the use of any such third-party software, or other products in conjunction with the FreeFlow product, is in full compliance with any/all contractual obligations to such third-party licensors/suppliers, including all applicable use restrictions Customer Expectations Document 2-15

22 Xerox FreeFlow Core Cloud Protecting Against Virus Attacks A virus is a software program that replicates itself trying to infect as many files and computers as possible. A virus may spread through the sharing of files between computers, through , or through exposed network connections. Viruses may damage data, cause the computer to crash, display messages, impose performance implications, expose security holes or lie dormant. Although Xerox tests extensively to ensure that the FreeFlow product is free from computer virus contamination before bringing the product to market, Customers should invest in antivirus software to continue to protect the FreeFlow product from viruses. Antivirus software Your FreeFlow product protects itself from viruses by only allowing non-executable files such as PDF, to be uploaded to the cloud services. Xerox recommends using commercially available antivirus software on the client PC to protect the integrity of the cloud services. These programs block attempts to access restricted areas in the memory and system area. They also periodically scan the hard drive to find files that might contain a virus Customer Expectations Document

23 3 Customer Implementation and Training 3 Your FreeFlow product comes complete with configuration and basic training included as part of the initial set-up fee. Depending on your geographic locale, the service may be performed remotely or onsite as part of the user onboarding process, which is designed to improve the end-user s success with the product. The online help system is also designed to augment the basic training. FreeFlow Core Cloud also includes Easy Start workflows to guide users through the process of creating and managing workflows, step-by-step. See the Xerox FreeFlow Core Cloud Quick Start Guide for more information. This document may be obtained from the Support & Drivers section on Xerox.com. For Customers who require additional assistance beyond basic training, Xerox offers optional, fee-based operator training and workflow building services. The service can be performed remotely or onsite. Travel and expenses are billed separately. See Professional Support Services for more information. Customer Expectations Document 3-17

24 Xerox FreeFlow Core Cloud Professional Support Services Xerox Professional Support Services provides a wide range of service offerings designed to meet specific needs of Customers who require maximum benefit from their hardware and software purchases from Xerox. While primarily fee-based, some of these services may be available at no additional cost to ensure you have a positive customer experience with your new solution. Professional Support Services include: Solution Planning Application definition and migration planning Workflow assessment Detailed implementation planning Solution prototype development Installation and Implementation Operator training Cloud infrastructure scaling Cloud to on-premise solution migration Application Design and Development Services Design, implement, and test new workflows for production processes Create applications to drive volume These services can be contracted to support any of your business requirements. Contact your Xerox representative for more information Customer Expectations Document

25 4 Customer Support 4 Your annual subscription covers updates and upgrades, as well as access to Xerox customer support via phone. Customer support is available via the regional Xerox Support Centers Monday through Friday, 7:00 AM to 7:00 PM CST in the US, and 8:00 AM to 5:00 PM (local time) in other geographies. The Xerox escalation process is available for compliant hardware and software configurations only. Compliant configurations are tested by Xerox to ensure product stability and that such products can be supported by trained personnel. Xerox shall have no responsibility for identifying or correcting deficiencies in non-xerox products connected to, or used with the FreeFlow product, or for otherwise providing service or support for such non-xerox products. Customers must have their FreeFlow product Serial Number available when contacting Xerox for support. Your product Serial Number can be located by selecting the License Information header in the FreeFlow application. Customers should retain this number in a safe location and reference it whenever contacting Xerox for support. Online assistance is also available via the Xerox Customer Support Forum on Xerox.com. The Xerox Customer Support Community is a peer-to-peer forum for Xerox customers to ask and answer questions about their Xerox product. Customers may access the FreeFlow Core Customer Forum to interact with other users and to ask Xerox subject matter experts questions about the solution at: or by selecting the Online Forum header in the FreeFlow application. Customer Expectations Document 4-19

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27 5 Customer Responsibilities 5 Customer Responsibilities In order to access the FreeFlow Core cloud service, Customers must provide the following minimum requirements: A client PC and web browser that meets the minimum system requirements as defined by Xerox. An Internet connection with sufficient speed, bandwidth and quality to allow troublefree browsing and data uploading and downloading. Access to the Internet (external network), including required firewall, host and port settings to enable access to the cloud services. Applications to develop and upload content as you deem necessary. Customer Expectations Document 5-21

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29 6 Customer Expectations Agreement 6 Check off the sections for which expectations have been reviewed: System Technical Requirements System Software Requirements Customer Implementation and Training Customer Support Customer Responsibilities Special considerations or performance limitations identified by Xerox and agreed to by the Customer: I have reviewed and understand the product specifications for each of the modules that will be installed: (signatures required): Customer Xerox Sales Representative Xerox Analyst Representative Xerox Service Representative Customer Expectations Document 6-23