WSO2 Business Process Server Service Definition Marcus Langford-Thomas Version 1.0 01/10/2015
1 INTRODUCTION TO WSO2 BUSINESS PROCESS SERVER 4 1.1 Features 4 2 WSO2 SUPPORT SERVICE SUMMARY 7 2.1 Overview 7 2.2 Support Plans and Service Levels 9 2.3 Severity Levels 11 2.4 Scope of Support Engagements 12 2.5 Updates 14 2.6 Creating and Managing Support Tickets 14 2.7 Escalation procedures 15 2.8 Phone Support 15 2.9 Conditions for Providing Support Services 15 2.10 Exclusions from Support Services 16 2.11 Changes to or Discontinuance of Support Services 17 3 DOCUMENT HISTORY 17 3.1 Revision History 17 Page 2 of 17
Copyright Copyright subsists in all W 3 Partnership publications. Except as permitted by Copyright Law, no extract may be reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, photocopying, recording or otherwise without the prior permission in writing from W 3 Partnership. W 3 Partnership Limited (2015) Contact Address: W3Partnership Limited 18a Kendale Hemel Hempstead Hertfordshire HP3 8NN Tel: +44 (0) 845 8685041 All terms that are mentioned in this manual that are known to be trademarks or service marks have been appropriately capitalised. W 3 Partnership Limited cannot attest to the accuracy of this information. Use of a term in this document should not be regarded as affecting the validity of any trademark or service mark. Page 3 of 17
1 Introduction to WSO2 Business Process Server Business Process Management is a key technology for increasing productivity and reenergizing businesses, making them more competitive. The WSO2 Business Process Server enables developers to easily deploy business processes written using the WS-BPEL standard, and also serves as the business process management and hosting environment for your SOA. Powered by the Apache Orchestration Director Engine (ODE) BPEL engine, the WSO2 Business Process Server provides a complete web-based graphical console to deploy, manage and view processes. 1.1 Features Define and Execute Business Processes Supports WS-BPEL 2.0 and BPEL4WS 1.1 Long running stateful processes Short running stateless or stateful processes In memory process execution for short running processes Message and time triggered message handling Processes secured with WS-Security, Kerberos and more Security context propagation through processes to partners Secure invocation of partners with WS-Security, Kerberos and more Data Manipulation & Extensibility Powerful data manipulation via XPath 1.0/2.0, XSLT 1.0/2.0, XQuery 1.0 and E4X Extensible via custom activities defined using Java APIs XPath extensions for Java invocation Define Workflows Interacting with People Supports WS-Human Task 1.1, BPEL4People 1.1 Integration of people for performing tasks and receiving notifications Management of deadlines and escalation to other users and roles (including integration to WSO2 Identity Server for user and role management) Role based access control for activities Google Gadget for interacting with task manager and for task execution Ability to create custom user interfaces for tasks Create & Monitor Custom Key Performance Indicators (KPIs) Extension activity for selectively publishing events from any process to WSO2 Business Activity Monitor Define KPIs to run in WSO2 Business Activity Monitor and generate custom gadgets for dashboards or reports Page 4 of 17
Graphical Process Modelling Powerful graphical editor via WSO2 Developer Studio Drag-n-drop visual editor for any WS-BPEL process model including XPath assistant Store, lifecycle manage and govern processes, partners and endpoints via integration with WSO2 Governance Registry Create and manage process deployment artefacts Import and edit BPEL processes developed using other tools such as SoftwareAG ARIS, Oracle SOA Suite, Microsoft BizTalk and IBM Process Manager Process Management via Graphical Administration Console Flexible deployment and management of processes including security, throttling and caching Process versioning including dynamic updates to running processes Flexible management of process instances including terminate, suspend, resume, retry and cleanup Graphical auditing and troubleshooting of instances Dashboard with snapshot of failed, suspended, active and long running instances Integrates to Existing Environment Pluggable storage choices including MySQL, Oracle, MSSQL and DB2 Use any existing enterprise identity system including LDAP, Microsoft Active Directory or any JDBC database Task manager API for integrating human tasks to any enterprise infrastructure including portals and e-mail clients High Availability, Scalability and Stability Horizontal scaling via clustering with stateless server architecture Distributed response caching for higher performance Supports highly available deployment Process dehydration for running large volumes of processes Long term execution stability via configurable persistence levels with low resource utilization Lightweight, Developer Friendly and Easy to Deploy Easy to debug processes with tools for message tracing and interactive testing with TryIt capabilities Server customization via feature provisioning of any WSO2 middleware capability Choice of deployment to on-premise servers, private cloud, or managed cloud, without configuration changes Integrated with SVN, Maven, Ant and other standard tools for development & deployment Integrated to WSO2 Developer Studio, Eclipse-based IDE for all WSO2 products Page 5 of 17
Manage & Monitor Comprehensive management & monitoring Web console with enterprise-level security Built-in collection and monitoring of standard access and performance statistics JMX MBeans for key metrics monitoring and management Integrates with WSO2 Business Activity Monitor for operational audit and KPI monitoring and management Flexible logging support with integration to enterprise logging systems Centralized configuration management across different deployment environments with lifecycles and versioning via integration to WSO2 Governance Registry Page 6 of 17
2 WSO2 Support Service Summary Effective: 20 June 2015 2.1 Overview This document sets forth the policies governing the provision of WSO2 Support Services in accordance with a Support Agreement. Business Day means any day, excluding weekends and public holidays, in the United States of America, unless otherwise specified in a Support Agreement. Business Week means five Business Days. Combined Product means each value-added software application program and/or computer hardware product specified in a Support Agreement that (i) incorporates the Supported WSO2 Open Source Software and (ii) is developed by Subscriber for commercial distribution to more than one End-User. Development Support means support and assistance with systems deployed in development, staging, testing or trial environments in accordance with the Target Response Times and Target Resolution Times set out in Section 2.3. For clarification, a system under development covers all systems and processes that are being evaluated or prepared for production. Documentation means any current user guides, operating instructions, release notes, update announcements, installation guides, on-line help files regarding the use of the Supported WSO2 Open Source Software, manuals or other materials that are generally made available with the software by either the Apache Software Foundation or WSO2, depending on the specific software product. End User means Subscriber or a third party licensed to use a Combined Product internally and not for distribution. Error means either (a) a failure of the Supported WSO2 Open Source Software to conform to the specifications set forth in the Documentation, resulting in the inability to use, or restriction in the use of, the software, a runtime failure of the systems under Managed Cloud hosting provided by WSO2, and/or (b) a problem requiring new procedures, clarifications, or additional information. It does not include development of new features. First Level Support includes (a) call acceptance from Subscriber or End Users with diagnosis of problems to determine if they relate to hardware, operating software or application software whether provided by WSO2, Subscriber, or any third parties; and (b) investigating and collating all Incidents reported by the End User and attempting to apply Workarounds, Patches, and/or Service Packs supplied by WSO2. Fix means either a software modification or addition that, when made or added to the Supported WSO2 Open Source Software, corrects the Error or Incident, or a procedure or Page 7 of 17
routine that, when observed in the regular operation of the software, eliminates the practical adverse effect of the Error on Subscriber or End Users. Incident means a suspected Error raised by Subscriber, or raised by WSO2 as a result of monitoring a Managed Cloud deployment, through a support ticket in the WSO2 support system. Managed Cloud is a service in which WSO2 can maintain the hosted Supported WSO2 Open Source Software for which the Subscriber purchased Production Support. Managed Cloud Operational Support means the support and maintenance of the Managed Cloud in accordance with the Target Response Times, Target Workaround Times and Target Resolution Times as set out under the heading "Managed Cloud Operational Support" in Section 2.2. Patch means a way to distribute an update to the Supported WSO2 Open Source Software, software components, media, printed materials, and online or electronic documentation that address a requirement or deficiency in the Supported WSO2 Open Source Software. Production Support means the support and maintenance of the Supported WSO2 Open Source Software in a production environment in accordance with the Target Response Times, Target Workaround Times and Target Resolution Times set out in Section 2.1. Second Level Support means problem diagnosis and Error corrections with respect to suspected Errors in the Supported WSO2 Open Source Software reported by Subscriber, provision of Workarounds, Patches, and Service Packs that WSO2 provides or creates from time to time, and responding to general advice and guidance types of questions regarding the Supported WSO2 Open Source Software from Subscriber or forwarded to WSO2 by Subscriber from supported End Users. Service Pack means a collection of Patches that may be made available periodically to the Subscriber. Subscriber means those individuals and entities that have entered into Support Agreements with WSO2 for the provision of Support Services. Support Agreement means a WSO2 Subscription Agreement, addendum or amendment, work order, statement of work or other agreement between WSO2 and Subscriber for the provision of Support Services (as they may be varied, supplemented, amended or replaced from time to time in accordance with the terms contained therein). Support Services means Production Support, Development Support, and Managed Cloud Operational Support services set forth in the Support Agreement entered into between Subscriber and WSO2. Support Policy means the policies and procedures as set forth herein. Supported WSO2 Open Source Software means the specific instances of open source software identified in a Support Agreement or upgrades thereof. Page 8 of 17
Target Resolution Time means time within which WSO2's support team will provide a final resolution or Fix to the Incident and indicate its closure on the WSO2 Support Portal to Subscriber, to the reasonable satisfaction of Subscriber. Target Response Time is defined as time elapsed between the reporting of an Incident by the Subscriber or WSO2 becoming aware of the Incident (whichever is earlier) and a WSO2 Technical Support Engineer acknowledging the receipt of such report to Subscriber through the WSO2 Support Portal and beginning the resolution process. Target Workaround Time means the time within which WSO2 s support team will provide a Fix or a Workaround for an Incident to the reasonable satisfaction of Subscriber. Workaround is a temporary solution for an Incident until a more permanent resolution by way of a Fix is arrived at by WSO2. Workaround will lead to the final resolution of an Incident by way of a Fix in accordance with the Target Resolution Time. 2.2 Support Plans and Service Levels 2.2.1 Production Support WSO2 provides Production Support services as follows: Number of support incidents Hours of coverage Target Response Times Target Workaround Times Target Resolution Times Unlimited 24x7x365 Catastrophic (Severity Level 1) - 1 hr Urgent (Severity Level 2) - 4 hrs Serious (Severity Level 3) - 6 hrs Minor (Severity Level 4) - 1 Business Day Catastrophic (Severity Level 1) - 24 hrs Urgent (Severity Level 2) - 48 hrs Serious (Severity Level 3) - 72 hrs Minor (Severity Level 4) - best effort Catastrophic (Severity Level 1) - 48 hrs Urgent (Severity Level 2) - 72 hrs Serious (Severity Level 3) - 1 Business Week Minor (Severity Level 4) - best effort Page 9 of 17
Patches and Service Packs Lifespan of a version of the Supported WSO2 Open Source Software Included, subject to the End User License Agreement provided in a Support Agreement and provided with the Patch or Service Pack. 3 years from the initial release of the version of the Supported WSO2 Open Source Software, unless otherwise specified in a Support Agreement. 2.2.2 Managed Cloud Operational Support WSO2 provides operational support for Managed Cloud customers as follows: Number of incidents Hours of coverage Target Response Times Target Workaround Times Target Resolution Times Status update frequency Unlimited 24x7x365 Catastrophic (Severity Level 1) - 15 min Urgent (Severity Level 2) - 90 min Serious (Severity Level 3) - 8 hrs Minor (Severity Level 4) - 1 Business Day Catastrophic (Severity Level 1) - 4 hrs Urgent (Severity Level 2) - 24 hrs Serious (Severity Level 3) - 72 hrs Minor (Severity Level 4) - best effort Catastrophic (Severity Level 1) - 48 hrs Urgent (Severity Level 2) - 72 hrs Serious (Severity Level 3) - 1 Business Week Minor (Severity Level 4) - best effort Catastrophic (Severity Level 1) - every 4 hrs Urgent (Severity Level 2) - every 8 hrs Serious (Severity Level 3) - every Business Day Minor (Severity Level 4) - best effort Escalation Catastrophic (Severity Level 1) - 8 hrs Page 10 of 17
2.2.3 Development Support Development Support includes the evaluation, development or testing of WSO2 products prior to production deployment. WSO2 responds to Development Support inquiries as follows: Number of support inquiries Target Response Times Target Resolution Times Patches and Service Packs Unlimited, but subject to hourly caps as specified in the relevant Support Agreement. 1 Business Day Best effort Made available at WSO2 s reasonable discretion, subject to the End User license agreement ("EULA") provided in a Support Agreement and provided with the Patch or Service Pack. Note that such EULAs restrict the Patches and Service Packs from being deployed in a production environment unless covered by WSO2 Production Support. 2.3 Severity Levels A Subscriber shall reasonably determine the severity level of Incidents, pursuant to the following protocols: Impact on Production Environment Catastrophic (Severity 1 Incident) Urgent (Severity 2 Incident) i. All or a substantial portion of the Subscriber s mission critical data is at a significant risk of loss or corruption. ii. The Subscriber has had a substantial loss of service, putting a substantial portion of Subscriber s revenue at a risk of loss. iii. The Subscriber is at risk of damage to its reputation. iv. The Subscriber s business operations have been severely disrupted. v. Client resources should be available and willing to work on a 24x7 basis with WSO2 to resolve the Incident. vi. A government or legal stop order is placed on Subscriber requiring the Managed Cloud service to cease with immediate effect. vii. The Subscriber cannot access the Managed Cloud system. viii. ix. Operations can continue in a restricted fashion, although Subscriber s long-term productivity might be adversely affected. A major milestone is at risk. Ongoing and incremental Page 11 of 17
Serious (Severity 3 Incident) Minor (Severity 4 Incident) installations are affected. x. No workaround is available. xi. Internal software error causing the Supported WSO2 Open Source Software to fail, but restart or recovery is possible. xii. Severely degraded performance. i. Impaired operations of some components, but allows the user to continue using the software. ii. Initial installation milestones are at minimal risk. iii. Minimal performance degradation. iv. A software error for which there is a Workaround acceptable to Subscriber. v. Software error requiring manual editing or configuration or script files around a problem. i. General usage questions. ii. Recommendation for a future product enhancement or modification. iii. Documentation errors. Severity levels are not relevant to Development Support requests, or to tickets categorized in any support account as queries that do not amount to an Error or Incident. 2.4 Scope of Support Engagements 2.4.1 Production Support A system in production is one that performs, or assists in performing, legally binding transactions and is one used by end-users, where a failure of a system in production will have an immediate economic impact on the organization. To be in scope for Production Support services, an Incident must: Affect the Supported WSO2 Open Source Software in production, or be deployed as a failover for a production server. Affect those processes currently in production on the Supported WSO2 Open Source Software. Arise from simple configuration changes such as might be made through the WSO2 Management Console without significant modification or addition of core code or configuration artifacts. Arise from simple deployment changes such as software or hardware environment changes, scaling up new instances, upgrading to a later release, or installing Patches or Service Packs. Be eligible for support as described by Section 9: Conditions for Providing Support Services. Page 12 of 17
Not be excluded by Section 10: Exclusions from Support Services. The scope of Production Support does not cover Development Support Incidents. WSO2 recommends a package of both Production Support and Development Support for customers who are regularly expanding applications on the WSO2 platform. 2.4.2 Managed Cloud Operational Support To be in scope for Managed Cloud operational support services, an Incident must: Affect the availability or performance of the Supported WSO2 Open Source Software under management by WSO2. Involve the deployment, upgrading, maintenance, network configuration, starting, stopping, monitoring, and performance of the hosted products within the parameters of the deployment architecture provided to the Managed Cloud team. Occur independently of product features, bugs, or performance limitations. Any Incidents determined to be product-related rather than operational will be transitioned over into the Production Support or Development Support system for resolution. 2.4.3 Development Support To be in scope for Development Support, an Incident must: Concern WSO2 products or open source technologies as used within the context of such products or technologies. Arise from the evaluation, development or testing of WSO2 products, or arise from a system under WSO2 Production Support as a result of deploying new processes or functionality, or complex configuration changes such as might be made by updating, modifying, or deploying new code or configuration artifacts. Be eligible for support as described by Section 9: Conditions for Providing Support Services. Not be excluded by Section 10: Exclusions from Support Services. The scope of Development Support does not cover Production Support Incidents. Page 13 of 17
2.5 Updates If WSO2 determines that a Patch is required in order to remedy an Error in one or more Supported WSO2 Open Source Software components, which WSO2 will consider acting reasonably and in good faith, WSO2 will act as follows: a) Identify the relevant Fix that is committed into the software component s source code repository and is made available by its respective provider or community; b) Build and certify the Patch; c) Provide the Patch to Subscribers; d) If an existing Patch or Service Pack is not available for a specific Error, WSO2 will develop the necessary Patch to resolve such Error, or work with the provider or development community for a software component to attempt to develop such Patch. If WSO2 develops a Fix for a software component, WSO2 will provide the Fix to the provider or development community for the software component, who will make a determination if the Fix will be committed into the software component s source code tree. 2.6 Creating and Managing Support Tickets When the Subscriber encounters an Incident or has a query in relation to the Support Services and Managed Cloud service, the Subscriber may raise a support ticket with WSO2 for the Incident by visiting the WSO2 online support portal or by calling the support telephone number (if eligible). Sufficient information available to the Subscriber must be provided to replicate or otherwise understand the Incident in order for the WSO2 support team to be able to respond appropriately. Subscriber should follow specific guidelines posted on the support portal on how to raise support tickets. WSO2's support team will respond within the stipulated response times depending on the severity level of the Incident in accordance with the terms of the Support Agreement. If the Incident is misclassified with respect to severity level or the type of service provided by WSO2, the support team, in consultation with, and with the consent of, the Subscriber, will reclassify the Incident accordingly. WSO2's support team will engage with the Subscriber, and if requested by the Subscriber, with the End Users to resolve the Incident to the Subscriber s satisfaction in the shortest possible time within the stipulated time limits for resolution. If a Patch needs to be issued, then the Fix will also be submitted to the main development trunk of the projects (if applicable) so that the same Error will not affect future versions of the software. For Severity Level 4 Incidents, while there is no fixed resolution time guaranteed; WSO2 will make best efforts to resolve it as early as possible. Page 14 of 17
2.7 Escalation procedures In the event that a Workaround is not reached within the Target Workaround Time, or a resolution is not reached within the Target Resolution Time, taking into account any lags in the provision of necessary information by the Subscriber for the purpose of providing basic understanding of, or replicating, the issue, the Incident will enter an escalated state, wherein: The status of the Incident will be escalated to the WSO2 executive team. An Incident war team comprised of WSO2 support engineer(s), WSO2 executive(s), and Subscriber representative(s) will be convened and a response plan will be established, including technical assessment, mitigation strategy evaluation, resource allocations, and status update frequency. 2.8 Phone Support Subscribers are entitled to use a universal toll free phone support to report an Incident. An agent who records the Incident will handle the phone call and WSO2's support team will be immediately informed about the Incident. WSO2's support team will respond within the stipulated response times depending on the severity level of the Incident. When reporting an Incident using phone support, the following information must be submitted. Contract code that is used as an authentication mechanism. Severity level of the Incident based on Subscriber s assessment. Reasonable explanation of the issue. The system configuration (affected Supported WSO2 Open Source Software, its version, Service Pack number or any other Patches installed.) Name of the Subscriber contact who is reporting the Incident. Email address of the Subscriber contact that is reporting the Incident. A contact phone number that can be used to reach the Subscriber contact by the WSO2 support team. WSO2's support team may call the Subscriber contact, if the situation requires phone assistance to resolve the Incident. 2.9 Conditions for Providing Support Services WSO2's obligation to provide Support Services is conditioned upon all of the following: The Support Agreement with WSO2 under which the applicable Support Services are provided is still in effect; Subscriber s Support Agreement with WSO2 covers every WSO2 product runtime in production with Subscriber; Page 15 of 17
Subscriber has not exceeded limits defined in the relevant Support Agreement with WSO2; Subscriber uses components in the Supported WSO2 Open Source Software as per WSO2 documented usage; Subscriber provides WSO2 with sufficient information and resources to address the Incident, as well as access to the personnel, hardware, and any additional software involved in discovering the Error or Incident; Subscriber promptly installs all Patches and Service Packs according to WSO2 instructions which shall not adversely affect the Subscriber or any End Users; Subscriber makes reasonable efforts to deploy Fixes provided by WSO2; Subscriber procures, installs, maintains, and conforms to the respective licenses and terms for all third-party software, systems, equipment, telephone lines, communication interfaces and other hardware that are necessary to operate the Supported WSO2 Open Source Software; Subscriber uses unmodified binary distributions of the Supported WSO2 Open Source Software customized only using documented extension points; Subscriber reports the Incident in accordance with the procedures outlined in this Support Policy. 2.10 Exclusions from Support Services WSO2 is not obligated to provide Production Support Services in any of the following situations where relevant: The Supported WSO2 Open Source Software or its components have been changed or modified outside documented component management and extension mechanisms, or other mechanism explicitly recommended or approved by WSO2; Subscriber is using a configuration of the Supported WSO2 Open Source Software not provided, recommended or approved by WSO2; The Incident is caused by Subscriber's negligence or other causes beyond the reasonable control of WSO2; The Incident is caused by hardware malfunction or third party software not provided by WSO2 or expressly supported as part of a Managed Hosting subscription; Subscriber fails to install relevant Patches and Service Packs supplied by WSO2 and which do not adversely affect Subscriber or End Users; The Incident is caused by a component that is either not bundled in the Supported WSO2 Open Source Software or expressly supported as part of a Managed Hosting subscription. The Supported WSO2 Open Source Software is used outside the expected usage of features within the bundle supported by WSO2 as set out in the Support Agreement. Subscriber has deployed the Supported WSO2 Open Source Software on an operating system or a virtual machine/interpreter (including service pack or update number) not certified, provided, recommended, or approved by WSO2; or has altered or deleted utilities/libraries shipped by the operating system or virtual Page 16 of 17
machine/interpreter vendor in a manner not provided, recommended, or approved by WSO2; Consultative services, such as programming tips and guidelines, architecture and design choices, performance tuning, optimization and application migration; or Where Support Services require travel by WSO2's or its subcontractor s personnel unless on-site support is part of the applicable Support Plan. WSO2 is not obligated to provide Development Support Services in any of the following situations: The inquiry involves third party products, technologies, or subject matter not reasonably within the scope of WSO2 s expertise; Subscriber is using a configuration or version of the Supported WSO2 Open Source Software not provided, recommended or approved by WSO2; Subscriber s request amounts to a request for development of new features that are outside the scope of the Support Agreement; Where Support Services require travel by WSO2's or its subcontractor s personnel. 2.11 Changes to or Discontinuance of Support Services Subject to the terms of the Support Agreement entered into between the Subscriber and WSO2, WSO2 reserves the right to modify the Support Services at any time and for any reason. This Support Services Policy is subject to local laws and local business practices in individual countries around the world and, as such, may be modified by WSO2, in its sole discretion, in order for WSO2 to meet the business and legal requirements in such countries. 3 Document History 3.1 Revision History Date of this revision: 01/10/2015 Date of next revision: Revision No Date Summary of changes Changes Marked Initial version No Page 17 of 17