Perceptive Software Platform Services CLOUD SOLUTIONS process and content management
Perceptive Software Platform Services Perceptive Software process and content management systems have been deployed within the physical premises and technical infrastructure of more than 2,500 organizations worldwide. The Platform Services offering is designed for those customers who prefer to have their Perceptive Software application environment hosted, and its associated technical infrastructure managed, in secure data centers that are physically separate from their business s premises. Platform Services features enterprise-level infrastructure, communications and processing features and services: ~ ~ Data center disaster recovery contingency plans ~ ~ Physical and electronic network security ~ ~ Network connectivity assurance and redundancy management ~ ~ Performance optimization and assurance ~ ~ Operating system procurement, maintenance and licensing ~ ~ procurement, maintenance and licensing ~ ~ Centralized server management ~ ~ Reload-restart for Perceptive Software applications ~ ~ Redundant power management ~ ~ Backup management Application Administration Options Platform Services provides the advantages of a hosted-platform environment without forcing customers into a standardized model for administrative management and configuration of Perceptive Software applications. Examples of application administration include user account setup and configuration, document security and access, workflow administration and minor script modifications, remote setup and configuration of scanners and other capture methods, and database administration. With Platform Services, customers can choose to either self-manage such activities or can, for an additional charge, out-source such application administration to the Perceptive Software Managed Services group and its Remote Administration services offering. For a closer look at this option, please refer to the Perceptive Software Remote Administration brochure. Data Center Infrastructure Perceptive Software Cloud Solutions provides Platform Services through state-of-the-art data centers designed for both high performance and exceptional reliability. The data centers bring together a combination of industrystandard network, architecture and security features that would be cost-prohibitive for an organization to replicate in house. So without a large capital investment, Platform Services customers benefit from an infrastructure that performs with the consistency their business requirements demand. Network ~ ~ Multiple high-density, redundant Internet connections for a reliable system with high availability ~ ~ Carrier neutral facility (CNF) with scalable bandwidth on demand from Tier 1 carriers ~ ~ Redundant Border Gateway Protocol (BGP) v4 routers for automated failover ~ ~ Highly redundant systems architecture that minimizes single points of failure ~ ~ Network components and activity monitored internally by What s Up Gold, Nagios, HP Insight Manager, Dell OpenManage, Cacti, Internap, MRTG, and Power Ware Network Redundancy The Network Operations Center (NOC) features multiple, high-capacity, redundant Internet connections for reliable systems with high availability. Our system architecture is highly redundant, which minimizes single points of failure. The data centers run BGP routing protocols on their privately managed networks to ensure that customer servers are available even in the event of a complete loss of an Internet carrier. The data centers employ redundant switch and firewall technology as well as integrated routing technology. 2
Architecture ~ ~ State-of-the-art server infrastructure using industry-standard components and architecture ~ ~ Virtually unlimited scalability, raw processing power and 99.9 percent platform availability with network redundancy and failover architecture ~ ~ Fiber via multiple underground entrances to ensure reliable connectivity ~ ~ High-capacity storage area networks (SANs) supporting a virtually unlimited amount of scalable capacity ~ ~ Daily backups stored in secure off-site facilities High Availability Perceptive Software Platform Services provides an environment that supports high availability for each customer s applications. First, the applications that make up each customer s unique configuration run within a virtual machine layer to provide a secure, dedicated environment that s unaffected by other customer demands. Second, the physical layer is implemented with n+1 redundancy, a proven configuration that allows the overall environment to continue to run even in the unlikely event of a physical host failure. The applications running on the failed host would be restarted on another host with minimal downtime. Environmental Control and Monitoring The Perceptive Software Platform Services environment offers full logical and physical security for equipment, data and connectivity to ensure reliable, on-demand content delivery. ~ ~ All facility infrastructure components and services are monitored 24 x 7, including power, temperature, and humidity, and alerts are provided to NOC staff in the event of threshold breaches. ~ ~ Redundant computer room air conditioning (CRAC) units regulate temperature, humidity and forced air cooling in the server rooms, and are maintained and tested monthly. ~ ~ The temperature control system employs hot and cold aisles for efficient cooling. ~ ~ Systems maintain server room humidity at an average of 53% (range: 49%-57%) and temperature at an average of 72 degrees Fahrenheit (range: 68-78 degrees). ~ ~ Eighteen-inch raised floors facilitate effective air handling and provide clearance, protection and monitoring of power and data circuits. ~ ~ The facilities cooling equipment and capacity have been engineered to support dense server deployments including blade server configurations. Emergency Infrastructure ~ ~ In case of a power outage, redundant uninterruptible power supplies support a reliable transition of the data center load until diesel generators come online. ~ ~ Fire detection/protection systems prevent excessive fire damage to data center equipment and facilities, and are tested periodically. ~ ~ Data centers do not exist near probable fault lines. Comprehensive Security The Platform Services program is managed by a team of fulltime, professional data center personnel and communications infrastructure engineers. This team manages the physical, electronic and application security layers, which include the following measures: Physical Security ~ ~ Locked and secured data centers ~ ~ Logging of entry and exit activities on redundant systems ~ ~ Two-factor authentication, including biometric components, controls access to the NOC, and the computer, utility, and power rooms ~ ~ Customer equipment secured in fully enclosed CPU racks in locked cabinets and cages ~ ~ Control of cage and cabinet keys maintained by data center personnel at all times ~ ~ Digital video surveillance inside and out, backed up to tapes with 14-day retention ~ ~ Facilities monitored 24 x 7 Electronic Security ~ ~ All network infrastructure components and services such as routing, switching and bandwidth monitored 24 x 7, with certified network engineers available constantly, day or night ~ ~ Monitored intrusion detection for all network connections ~ ~ Monitored internal communications network all routers, networks Application Security ~ ~ 128-bit AES encryption between server and viewers www.perceptivesoftware.com 3
Disaster Recovery We maintain warm site presence at geographically separated hosting facilities. All Platform Services customers receive basic disaster recovery (DR) services. Customers may purchase optional upgraded DR service commitments: > Recovery point objective (RPO) of eight hours > Recovery time objective (RTO) of 24 hours Implementation Customer Responsibilities Customers are responsible for three primary areas regarding their Platform Services deployment: 1. User Hardware: Customers provide the user-side hardware and operating environments, including desktop workstations and scanners required to interact with the server-side resources located in the data center. 2. Network Connection: Customers must provide a network connection via the Internet, VPN or private line to the primary data center(s) their solutions are deployed in. Deployments based on certain scripted or advanced communications methods between Perceptive Software products and other customer applications may require private-line or VPN connectivity. 3. Coordinator: Depending on the specific site configuration, customers are responsible for designating one or more Perceptive Software coordinators to work with the Managed Services team. The coordinator is: > required to attend product training at Perceptive Software headquarters or take equivalent elearning coursework. > the primary organizer of customer resources involved with deployment planning and assurance. > the primary point of contact for the initial technology Support rollout and for any ongoing maintenance or administration of the Perceptive application. The Perceptive Software team is dedicated to maintaining a 99.9 percent availability of the hosted Perceptive Software platform. Additional service and support assurances include: ~ ~ Redundant environment components to avoid downtime due to hardware failure ~ ~ Application health monitoring with automated alerts to Perceptive Software support teams ~ ~ Four-hour response to begin operating system recovery from backup ~ ~ Four-hour response to begin data recovery from backup ~ ~ 24 x 7 technical support Perceptive Desktop Client Perceptive Client Perceptive Mobile Client Services API INTERNET Perceptive Software Primary Data Center(s) Perceptive Software Secondary Data Center(s) Customer 1 Customer 2 Customer n Customer 1 Customer 2 Customer n Virtual Customer Application Environments Virtual Customer Application Environments Backup Storage Backup Storage Storage (SAN) Storage (SAN) 4 Continuous Replication
Responsibility Comparison Customer Site Deployment vs. Perceptive Software Hosted Deployment Responsibility Comparison Deployment Factors Customer Site Deployment Platform Services Deployment Infrastructure Infrastructure (scalable, hosted) Customer Perceptive Software Storage Infrastructure (SAN) Customer Perceptive Software Assured Availability and Security High Availability (processing redundancy) Customer Perceptive Software High Availability (storage redundancy/backups) Customer Perceptive Software High Availability (Internet redundancy) Customer Perceptive Software Power Redundancy (UPS bridging to generators) Customer Perceptive Software Security (physical facility, processor isolation, application) Licensing (Infrastructure) Customer Perceptive Software Software for + Storage Management Up-front fee Perceptive Software Maintenance and Support Charges for + Storage Management Annual fee Perceptive Software Licensing Software for Operating System Up-front fee Perceptive Software Maintenance and Support Charges for Operating System IT Management Annual fee Perceptive Software, Communications and Storage Administration Customer Perceptive Software Release-Level and Patch Administration Customer Perceptive Software Disaster + Interruption Recovery Management Customer Perceptive Software Implementation and Deployment Deployment and Implementation Planning User Training System Administrator Training (basic class required) Scanners Perceptive Software Professional Services and Customer Perceptive Software Professional Services and Customer Perceptive Software training facility Customer acquires www.perceptivesoftware.com 5
www.perceptivesoftware.com 22701 West 68th Terrace Shawnee, KS 66226 USA tf +1 800 941 7460 tel +1 913 422 7525 fax +1 913 422 3820 Lexmark International Technology S.A. Bâtiment ICC - Bloc A 20, route de Pré-Bois Case postale 508 CH - 1215 Genève Switzerland tel +41 (0) 22 710 70 50 fax +41 (0) 22 710 70 51 2013 Perceptive Software. All product and company names may be trademarks or registered trademarks of their respective owners. PSI_Brochure_platform_srvcs_1301