Frequently Asked Questions Information Builders Cloud Hosting Service WebFOCUS iway Software Omni
Introduction The Information Builders Cloud Hosting Service is a Platform-as-a-Service (PaaS) cloud hosting solution that allows you to deploy Information Builders WebFOCUS and iway software in the cloud. Information Builders has compiled this handy list of the most frequently asked questions concerning the benefits, features, and other vital information of our cloud-based capabilities. You can select Virtual Cloud Hosting or Private Cloud Hosting running either Windows or Linux. Hosting services include fully managed off-premises computing infrastructure and ongoing support services to ensure the success of your projects. Alternately, Information Builders can provide only the installation, configuration, and maintenance of our software that is deployed to a cloud provider of your choice. What is Platform-as-a-Service? PaaS is a category of cloud computing that provides a computing platform and a solution stack, including infrastructure and operating systems, development environment, and other software tooling and functionality, as a service. It offers more functionality than infrastructure-as-a-service (IaaS), which only provides virtual machines and other core infrastructure, and software as a service (SaaS), which provides a complete application. What s the Difference Between Virtual and Private Cloud Hosting? Virtual clouds provide tenants (Information Builders customers) with their own virtual server environment. It resides on shared hardware in the Information Builders cloud. This virtual server might be on the same physical machine as another customer s virtual server. Though it is very unusual, it is possible that in certain situations the activity of one client could impact the performance of other clients. Private clouds use hardware dedicated to each tenant. While tenants can virtualize these servers as needed, the entire server is dedicated to their use. These environments are suitable for HIPAA, where personally identifiable information (PII) is involved, and for PCI-compliant uses. Since dedicated hardware is provided, these environments take longer to set up typically two or three weeks and the monthly fee is accordingly higher. If you plan to use regulated or personally identifiable data in your applications, you should consider a private environment. HIPAA, PII, and PCI rules require security configurations that are best implemented in a single-tenant environment. Our Cloud Needs Assessment service can assist you in making this determination. 1 Information Builders
Pricing, Billing, and Program Options What s Included in the Program? For virtual or private cloud implementations, Information Builders performs a cloud assessment, recommends a hosting configuration, installs and configures your software, and provides ongoing managed hosting services and 24/7/365 support. For implementations with a client s preferred cloud vendor, Information Builders performs a Cloud Needs Assessment, recommends a hosting configuration, and installs and configures your software. Managed hosting services and infrastructure or network-related technical support are provided by the preferred vendor as agreed in a separate contract between the client and the cloud provider. If desired, Information Builders can also recommend a separate cloud vendor. Unless otherwise stated, all references to the Information Builders Cloud Hosting Service in this paper refer to all hosting environments, including implementations that use a client s preferred cloud vendor. What is a Cloud Needs Assessment? When you decide to deploy WebFOCUS or iway solutions in the cloud, we conduct a Cloud Needs Assessment. During the assessment, we work with you to determine the optimal configuration for your environment. Areas reviewed include: Infrastructure considerations Security methodology System load balancing/clustering, failover Performance requirements, tuning recommendations Network bandwidth sizing What Services Are Included? Installation and Maintenance Services This is a one-time cloud set-up service, which is expected to take one to two days per server, depending on complexity. In addition to standard software maintenance, there are additional cloud services that are part of the program, which include installation of fixes and new releases, and spinning up new servers as needed. Managed Hosting Services Same for both Virtual and Private Cloud offerings: Assigned account support manager to ensure issues are dealt with swiftly and effectively Initial Cloud Needs Assessment Service Software installation and initial configuration Maintenance updates and patches to Information Builders software Operating system installation and configuration, including OS patch and version management Web/App server installation and configuration (eg., Apache Tomcat, IBM WebSphere, or Oracle WebLogic) deployed individually or in load-balanced pairs 2 Information Builders Cloud Hosting Service: FAQs
Firewall installation, configuration, and operational advanced security services for PCI/HIPAA/ SOX compliance Backup and restoration (includes nightly snapshots backed up across data centers and optional disk-to-disk backups) Monitoring and alerting which includes: Availability of servers and services Performance of CPU, RAM, and disk Custom response procedures Optional security log, virus, malware, and intrusion/vulnerability Network management, which includes: Client and site-to-site VPN connectivity Physical point-to-point connections Single sign-on technologies (LDAP, Active Directory) DNS management and secure certificates Optional managed database services when more than one database is in use. Information Builders can act as first responders for supported databases If you elect to contract directly with a hosting provider, the services provided are defined in the separate agreement you established with that provider. What Software Must be Hosted in the Cloud? Information Builders supports a hybrid deployment model, which provides many benefits. Some data or components of the system, such as development tools or ETL functionality, can be located on your premises while other components are hosted in the cloud. You choose what elements of the architecture should be in the cloud vs. on premises. Is There a Minimum Contract Term? A one-year minimum commitment is required. Contract and price are based on actual configuration and usage. Final pricing is based on needs, anticipated usage levels, and agreedupon optional services. 3 Information Builders
Environment and Configuration Where are the Information Builders Cloud Hosting Service Data Centers? In North America, Information Builders cloud services are hosted at secure data center facilities in Ontario, Canada; New Jersey; Virginia; and California. Internationally, data centers are located in England, France, Hong Kong, Japan, Singapore, Australia, and South Africa. Additional data centers, including one in Brazil, are planned for 2014. Why is Their Location Important? In many cases, data center location is not a primary concern, but sometimes safe-harbor laws dictate that all application components and data be maintained within the bounds of a particular nation or union of nations. In addition, in certain scenarios, having a data center located nearer to your offices, or on a specific Internet backbone, can contribute to better application performance. Where Will My Data Be Kept? Your data can reside in the cloud, on your premises, or both. Data kept in the cloud is backed up to ensure safety. Are There Performance Concerns With Data Location? When applications and their data reside entirely in the hosted environment, performance is at its peak. If some or all of the data will be kept on premises, performance can be impacted by bandwidth constraints, either within your own network or at switching points on the Internet. How Can I Be Certain I ll Get the Performance I Need? Optimal performance of hybrid configurations is primarily a function of available network bandwidth. The ideal configuration would include a direct connection between your IT infrastructure and the cloud data center. Such a configuration cuts the public Internet out of the data path. How Do Users Access My Cloud Hosted Applications? Access to your cloud-hosted applications is Internet-based just like access to your accounts via online banking, i.e., a simple URL for end users. All connections are via securely encrypted SSL (https) protocol. What IT is Required? Access to the cloud through a secure VPN tunnel is the preferred method for anyone accessing your application from within your organization. If you want all users to access the system through a secure VPN, Information Builders will work with your IT staff to configure the necessary tunneling protocol. How Do You Develop Applications in a Hosted Environment? You can develop your cloud-hosted application using WebFOCUS Developer Studio with your local desktop and browser-based tools located within your WebFOCUS environment in the cloud. This works the same way as developing applications against servers in remote data centers within your existing IT environment. 4 Information Builders Cloud Hosting Service: FAQs
Are There Limitations? There are no limitations imposed on Information Builders software solutions when deploying them in the cloud. You have access to all the same world-class features and capabilities available when you install our solutions on your own infrastructure. When Can I Start Using WebFOCUS Cloud Services? Systems hosted in the virtual cloud environment are available within a few days after sign-up. Private cloud environments take two or three weeks to establish and configure since they use hardware dedicated completely to you. Can I Use WebFOCUS Mobile in the Cloud? All the functionality of WebFOCUS is available in the cloud just as it would be if implemented within your own on-premises environment. What Type of Administration Functionality is Available? The Managed Services component of the Information Builders Cloud Hosting Service provides continuous monitoring of performance so your staff can be free to concentrate on your WebFOCUS applications. If you elect to establish an independent relationship with a cloud vendor, this may or may not be required or offered as an option. Can We Perform Manual Administration of the Infrastructure? Administration of the infrastructure is one of the services included in the Information Builders Cloud Hosting Service. Another cloud vendor may not offer this as an option. Can We Leverage WebFOCUS Cloud Professional Services? Information Builders Professional Services are available separately for engagements hosted on premises or in the cloud. 5 Information Builders
Security How Secure Are the Cloud Hosting Data Centers? Information Builders delivers managed hosting services from top-tier facilities located throughout the world. Each facility passes SSAE 16 Type II/ISAE 3402 (formerly SAS-70) audits annually and meets or exceeds Tier III standards, the highest commercially available data center rating. Setbacks and barriers are used to prevent unauthorized access to the grounds and each data center is access-controlled and monitored by professional security staff, CCTV, and other systems. All internal perimeter walls within the data center extend from structural ground to ceiling to prevent crawling from above or below. How Does WebFOCUS Ensure the Integrity of Applications Created? WebFOCUS has undergone third-party security audits based on the OWASP Top Ten and received OWASP ASVS Level 3 certification. These audits included both dynamic and static application security testing (DAST and SAST). WebFOCUS is designed around a robust security model that facilitates PaaS-hosted use during development and SaaS-based deployment of your applications. The RDBMS-based WebFOCUS repository provides fine-grained control over role definition and permission assignments. Security policies can be applied on any object including users, groups, folders, reports, portals, report server nodes, etc. The security model supports inheritance of security rules from above to minimize omissions that result in undesired access. Multi-tenancy and group administration is provided seamlessly. Strong encryption protects passwords, and password policies are configurable so you can change them any time. WebFOCUS provides automatic account creation and login synchronization with LDAP groups. The auditing features in WebFOCUS capture user logon activity and administrative actions so you know exactly what has taken place within your system. What Precautions Prevent Unauthorized Access to Data Center Systems? All data center employees undergo background checks at the time of employment. Access to all areas is controlled by biometric scanners and routinely logged. Access to equipment cages is strictly limited to only those personnel who require physical access to perform their duties. Sophisticated fire prevention systems require multiple cross-linked events to trip so that tampering is ineffective. Temperature and humidity controls are separated from the rest of the facility and restricted to authorized personnel only. Network cables do not traverse common areas such as halls and offices. A separation of duties is enforced between individuals who authorize access, personnel who enable access, and those who verify access. This is in addition to many other policies and procedures in place. What Compliance is Available in the Information Builders Cloud Environment? Our data centers meet or exceed the standards set by regulatory agencies and industry consortiums. HIPAA compliance is standard in our private cloud environments. PCI compliance is also available for those systems where it is required. Civilian government agencies requiring FISMA compliance are supported out of our new Virginia data center. Annual audits by qualified third parties ensure that all systems and processes, from those related to the physical plant to those that govern in-transit and at-rest data, remain in full compliance. 6 Information Builders Cloud Hosting Service: FAQs
How is User Authentication Handled? WebFOCUS provides automatic account creation and login synchronization with LDAP groups. There are predefined templates for groups, roles and policies, and content folders to make it easy for you to get up and running quickly and securely. What Are the WebFOCUS Data Retention Policies for the Cloud? Your data is your property and Information Builders has no access to it. An initial snapshot and daily incremental backups of your environment are performed as part of the Information Builders Cloud Hosting Service. Will Information Builders Staff Have Access to My Data? No Information Builders staff has access to your data. Only you, and those you specifically authorize, will have access to it. How Will Security-Related Issues be Communicated to Customers? In general, the Client Care Center (C3) is the first to receive an alert involving any type of downtime or security compromise. The C3 then enters a ticket and escalates it immediately to the operations team responsible for the client s support 24/7/365. If the security breach or downtime persists, program managers, client contacts, and/or Information Builders management are informed based on the escalation matrix. This process is regularly reviewed and audited annually as a part of our SSAE 16 Type II review. 7 Information Builders
Testing, Upgrades, and Support How is Testing and Development Handled? Test and development systems are generally best hosted on a server or servers dedicated for this purpose. The Information Builders Cloud Hosting Service can be configured with multiple servers for this purpose. Do You Provide Patches and Upgrades to My System? Information Builders will apply patches and upgrades to your test environment at your request. You will then be able to test your applications to ensure that they continue to work as designed and that any anomalies you had encountered have been properly addressed. Are Upgrades Mandatory? Upgrades are not mandatory. You may take them or not at your own discretion. How is Tech Support Delivered for WebFOCUS in the Cloud? Information Builders award-winning technical support is provided for cloud-hosted systems in exactly the same manner as for on-premises deployments. Support uses a follow-the-sun 24/7/365 plan that includes live telephone, online ticket management, and online forum-based community support. Are There Self-Service Options for Support? Yes. Support tickets can be opened online at any time, and the Information Builders Focal Point online forum provides community-based support for Information Builders software. 8 Information Builders Cloud Hosting Service: FAQs
Miscellaneous Can I Try WebFOCUS Cloud Services Before Purchasing? Yes. We have a program called Skybox, which is a cloud-hosted sandbox that can give you a separate environment to experiment freely without risk to your current systems. Information Builders installs and configures the latest release of WebFOCUS and turns on all the product options and features except sentiment analysis and Visual Discovery. Up to five users can work on the system using the WebFOCUS Report Developer application development environment. You can import existing applications into Skybox to work out processes for migration and plan how best to leverage features of the newer version to improve your current applications. Skybox can be purchased with a minimum term of just two months, so there is no need for a long-term commitment. Getting Started Information Builders Cloud Hosting Services combines the benefits of the company s customizable, scalable business intelligence (BI), analytics, integration, and data integrity solutions with the flexibility afforded by cloud delivery models. With Information Builders Cloud Hosting Services, customers can deploy both WebFOCUS and iway in the cloud, using a shared virtual environment or dedicated private resources. The Information Builders Platform as a Service includes more than 10 data centers spanning every geographic region, enabling customers worldwide to combine the company s leading BI and information management solutions with the benefits and flexibility of the cloud. Contact your local area representative, or visit us at informationbuilders.com, follow us on Twitter at @infobldrs, like us on Facebook, and visit on our LinkedIn page. 9 Information Builders
Worldwide Offices Corporate Headquarters Two Penn Plaza New York, NY 10121-2898 (212) 736-4433 (800) 969-4636 United States Atlanta, GA* (770) 395-9913 Boston, MA* (781) 224-7660 Channels (770) 677-9923 Chicago, IL* (630) 971-6700 Cincinnati, OH* (513) 891-2338 Dallas, TX* (972) 398-4100 Denver, CO* (303) 770-4440 Detroit, MI* (248) 641-8820 Federal Systems, D.C.* (703) 276-9006 Florham Park, NJ (973) 593-0022 Houston, TX* (713) 952-4800 Los Angeles, CA* (310) 615-0735 Minneapolis, MN* (651) 602-9100 New York, NY* (212) 736-4433 Philadelphia, PA* (610) 940-0790 Pittsburgh, PA (412) 494-9699 San Jose, CA* (408) 453-7600 Seattle, WA (206) 624-9055 St. Louis, MO* (636) 519-1411, ext. 321 Tampa, FL (813) 639-4251 Washington, D.C.* (703) 276-9006 International Australia* Melbourne 61-3-9631-7900 Sydney 61-2-8223-0600 Austria Raffeisen Informatik Consulting GmbH Wien 43-1-211-36-3344 Brazil São Paulo 55-11-2847-4519 Canada Calgary (403) 718-9828 Montreal* (514) 421-1555 Ottawa (416) 364-2760 Toronto* (416) 364-2760 Vancouver (604) 688-2499 China Beijing 86-10-5128-9680 Estonia InfoBuild Estonia ÖÜ Tallinn 372-618-1585 Finland InfoBuild Oy Espoo 358-207-580-840 France* Puteaux +33 (0)1-49-00-66-00 Germany Eschborn* 49-6196-775-76-0 Greece Applied Science Ltd. Athens 30-210-699-8225 Guatemala IDS de Centroamerica Guatemala City (502) 2412-4212 India* InfoBuild India Chennai 91-44-42177082 Israel SRL Software Products Ltd. Petah-Tikva 972-3-9787273 Italy Agrate Brianza 39-039-596620 Japan KK Ashisuto Tokyo 81-3-5276-5863 Latvia InfoBuild Lithuania, UAB Vilnius 370-5-268-3327 Lithuania InfoBuild Lithuania, UAB Vilnius 370-5-268-3327 Mexico Mexico City 52-55-5062-0660 Middle East Innovative Corner Est. Riyadh 966-1-2939007 n Iraq n Lebanon n Oman n Saudi Arabia n United Arab Emirates (UAE) Netherlands* Information Builders (Benelux) B.V. Amstelveen 31 (0)20-4563333 n Belgium n Luxembourg Nigeria InfoBuild Nigeria Garki-Abuja 234-9-290-2621 Norway InfoBuild Norge AS c/o Okonor Tynset 358-0-207-580-840 Portugal Lisboa 351-217-217-400 Singapore Automatic Identification Technology Ltd. Singapore 65-69080191/92 South Africa Fujitsu (Pty) Ltd. Cape Town 27-21-937-6100 Sandton 27-11-233-5432 InfoBuild (Pty) Ltd. Johannesburg 27-11-510-0070 South Korea UVANSYS, Inc. Seoul 82-2-832-0705 Southeast Asia Singapore 60-172980912 n Bangladesh n Brunei n Burma n Cambodia n Indonesia n Malaysia n Papua New Guinea n Thailand n The Philippines n Vietnam Spain Barcelona 34-93-452-63-85 Bilbao 34-94-400-88-05 Madrid* 34-91-710-22-75 Sweden InfoBuild AB Solna 46-7-024-656-50 Switzerland Dietlikon 41-44-839-49-49 Taiwan Galaxy Software Services, Inc. Taipei (866) 2-2586-7890, ext. 114 United Kingdom* Uxbridge Middlesex 0845-658-8484 Venezuela InfoServices Consulting Caracas 58212-763-1653 * Training facilities are located at these offices. Corporate Headquarters Two Penn Plaza, New York, NY 10121-2898 (212) 736-4433 Fax (212) 967-6406 DN7507611.0114 Connect With Us informationbuilders.com askinfo@informationbuilders.com Copyright 2014 by Information Builders. All rights reserved. [116] All products and product names mentioned in this publication are trademarks or registered trademarks of their respective companies.