Webtrends Services

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10 Δεκ 2013 (πριν από 3 χρόνια και 11 μήνες)

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S
ERVICE
D
ESCRIPTION


W
EBTRENDS
A
NALYTICS
®

W
EBTRENDS
S
EGMENTS
®

W
EBTRENDS
S
TREAMS


W
EBTRENDS
O
PTIMIZE
®


`


WEWW







C
ONTENTS

Service Overview

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4

Webtrends Analytics

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4

Key Features of Webtrends Analytics

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5

Webtrends Streams

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6

Key Features of Webtrends Streams

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6

Webtrends Segments

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6

Key Features of Webtrends Segments

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7

Webtrends Optimize

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7

Key Features of Webtrends Optimize

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8

Information Assurance

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9

Backup/Restore and Disaster Recovery

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9

Backup

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9

Disaster Recovery
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9

Overall Stra
tegy

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9

Risk Assessment

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9

Disaster Recovery Plan

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10

Testing Disaster Recovery Plans
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10

On
-
boarding and Off
-
boarding

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11

On
-
Boarding

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11

Off
-
Boarding

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11

Pricing
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11

Webtrends Analytics, Segments and Streams

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11

Webtrends Optimize

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13

Service Management

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13

System Update & Patch Management

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14

Segregation of Duties

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14

Separa
tion of Development and Operational Facilities

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....

14

SaaS Solutions Delivery

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14

System Planning and Acceptance

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15

Protection against Mal
icious and Mobile Code

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15

SaaS Network Security Management

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15

Network Controls

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15

Media Handling

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.

15

Data Retention & Disposal of Media

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16

Exchange of Information

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16

Monitoring and Alerting

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16


Service Constraints
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16

Maintena
nce

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16

Deprecation Schedule

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16

New Release Schedule

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17

Service Levels

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17

Service Levels

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17

Webtrends Support
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17

Essential Care

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17

Premium Care

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17

Support Severity

Levels

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17

Financial Recompense Model

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18

Training

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18

Training Planning

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18

Standard I
ntroductory, Intermediate, and Advanced Courses

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18

Training Project Management & Consulting

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19

Train
-
the
-
trainer Programs

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19

Customized Course Agendas

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19

Fl
exible Training Delivery Options

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19

World
-
Wide Training Delivery

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19

Value of Training

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19

Ordering and Invoicing Process

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21

Webtrends Ordering Process

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21

Webtrends Invoicing Process

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21

Termination Terms

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21

Data Restoration / Service Migration

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21

Consumer Responsibilities

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22

Te
chnical Requirements
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22

Client Requirements

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22

Webtrends Analytics 10

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22

Webtrends Analytics Administration

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22

Webtrends Segments

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22

Webtrends Streams

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22

Webtrends Optimize

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23

Data Collection (DC) API

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23

Data
Extraction (DX) API

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23

Trial Service

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23





S
ERVICE
O
VERVIEW

Webtrends Analytics
®

Webtrends
Analytics 10, a platform for digital analytics, is designed to help marketers more
effectively acquire, engage and retain customers. Analytics 10 makes measuring your brand’s
performance across
digital properties intuitive and simple
,

and is designed around 3 breakthrough
capabilities:
-


1.

A
unified

platform for digital measurement
.

2.

An
open

architecture that delivers digital intelligence to your marketing ecosystem
.

3.

Scalable and flexible

to meet th
e measurement needs of the enterprise
.


An easy to use and highly
-
intuitive user interface puts the power of Webtrends Analytics in the
hands of marketers. The UI, built with HTML5, is designed for click and touch interfaces providing a
highly visual way t
o look at your data.








Increase digital conversions and revenue. A measurement strategy helps you create more
relevant content to improve engagement with all of your customers.



Get a more thorough understanding of what motivates customers and visitors.
A big
-
picture
view of customer activity can reveal new relationships between your digital channels.



Work with experts dedicated to your success. We don’t just help you set up. We help design
and manage a measurement strategy that can keep up with your chan
ging marketing
objectives, and your customers.



Scale easily and securely. There’s no limit to the amount of data you can collect. Multi
-
channel measurement runs smoothly for any size company and adapts easily when volume
fluctuates in any digital channel.



Keep control of your data. It’s yours, not ours. Easily integrate analytics into your other
marketing initiatives like email and CRM, and make campaign adjustments quickly.


Webtrends Analytics provides integrated measurement for
Websites, Facebook Pages a
nd Apps,
Mobile Websites, iOS, Android, BlackBerry, Windows 7, SharePoint (Intranet and Internet)

and SAP
.




Key Features of Webtrends Analytics



Integrated analytics for multiple digital platforms



Open APIs for Data Collection and Data Extraction



Multipl
e dashboard and visualisation options, including Heatmaps



Powerful custom reporting capabilities; No limits on the number of additional parameters
which can be collected and reported on.



Fully flexible Scenario Analysis for reporting on Conversions



Webtre
nds
Streams


Webtrends Streams delivers rich data on each individual visitor, and does it in real
-
time. You can
now see data instantly and act on it when it matters most: at the exact moment customers are
engaged with your social, mobile or online property
.

No time delay. No after
-
the
-
fact guesswork. You’ll have live data with precisely the information you
need to create more relevant digital experiences for your customers, so they’ll visit often and stay
longer.




Key Features of Webtrends Streams



Real
-
time analytics, faster than ever. Data with no time delay
gives you the ability to optimis
e
content while the customer is still at your digital property.



Richer data for more complete customer profiles, instantly. See historical behavio
u
rs,
environmen
tal factors and as
-
it
-
happens actions all together when your customer is right
there.



Open API so you can easily push Streams data through to your other marketing initiatives.



Track campaigns at the individual customer level so you can provide them with th
e most
relevant content.



Ability to see where customers are coming from, so you can focus resources and maximize the
effectiveness of your digital media spend.



Add dimensions to each data stream for segmentation. They can include geographical
information,
device details and browser type.



Uses same tag as Webtrends Analytics.


Webtrends
Segments
®

Webtrends Segments helps you quickly identify the characteristics and behavio
u
rs of specific groups
of visitors. Whether you're an experienced business analyst or a

web analytics newbie, drag
-
and
-

drop simplicity makes it easy to identify almost any group of visitors and export a visitor list for use
in targeted programs.



Key Features of Webtrends Segments



Visitor
-
level database, allowing segmentation down to indiv
idual level.



Uses same tag as Webtrends Analytics.



Intuitive drag
-
and
-
drop interface, requires no querying knowledge.


Webtrends Optimize
®

Webtrends Optimize is an Enterprise
-
scale, highly flexible solution encompassing services and a
platform, enabling al
l types of testing and targeting goals to be met and supporting clients evolving
optimisation strategy.

The platform enables management and delivery of split tests (A/B/n), multivariate tests and
behavioural targeting campaigns on many platforms, including

desktop and mobile websites, email,
Facebook apps, mobile, table and desktop applications.




Test content, page design, even shopping carts, against any measurable metric to
understand what your customers respond to on your site.



Build visitor profiles to
understand who might respond best to a cross
-
sell or upsell.



Segment content instantly based on customer in
-
session activity or imported data.



Target customers through a contextual, demographic, and behavioural lens.



Target customers with tested content pr
oven to perform within each customer segment.




Key Features of Webtrends Optimize



Fully Managed Service to ensure that our team can provide expert guidance and
management of your testing and optimisation.



Optimise across multiple channels.



Simple, single

tag implementation.



One platform for segmentation, testing and targeting.


Webtrends Services
-

Rapid Deployment, Proven Methodology

All of the above services are backed up by Webtrends Professional Services.

Our services experts will help you make the mo
st of your digital marketing investments with a rapid,
successful deployment of your Webtrends solution. Start seeing improved conversion rates on your
web site, better reporting on digital marketing programs and increased adoption of Webtrends
across your

organization.

Using proven Webtrends 4D methodology, our implementation experts will work with your key
managers and users to define, implement, test and provide best practices.

DISCOVER

A Webtrends consultant collaborates with your business stakeholders
and technical staff through
the discovery process to combine our expertise with your unique needs to determine the business
objectives and key requirements.

DESIGN

The Webtrends team constructs the data collection and report design to create a best practic
e
solution that meets the business requirements.


DELIVER

The Webtrends team partners with your technical staff to implement and test the solution based on
the design.

DEPLOY

We work with you to deploy the solution and build adoption across the
organisation. Knowledge
transfer between key business and technical stakeholders continues in this phase.


I
NFORMATION
A
SSURANCE

Webtrends Analytics, Segments, Streams and Optimize are not currently accredited
, therefore are
at
level IL
-
0
.

We believe that
Webtrends
products

would be accredited at IL
-
1.


B
ACKUP
/
R
ESTORE AND
D
ISASTER
R
ECOVERY

Backup

Webtrends SaaS Solutions store all customer data on fully redundant storage systems, and utilize a
multi
-
tiered backup approach. Daily and intraday data is backed
up on a scheduled basis to separate
near line storage devices and/or backup media. Backups are stored in secure containers and
transferred offsite weekly for storage in a secure, environmentally controlled, reputable third party
data archive facility. Only

Webtrends SaaS Operations employees have access to backup media.

Container lists are logged by the backup storage provider as they rotate offsite and backup sets
within containers are maintained by SaaS Operations. All backup media are tracked within back
up
software and matched to each job processed. Backup media is barcode labelled for tracking.


Disaster Recovery

Overall Strategy

Webtrends maintains essential disaster avoidance, readiness and recovery planning capabilities
through the use of multiple geo
graphically dispersed data cent
re
s, redundancy throughout the SaaS
Solutions architecture (including networks, hardware, power providers, internet providers and utility
providers), offsite backup media storage providers, and remote access capabilities.

Thi
s strategy is pervasive throughout the Webtrends SaaS Solutions infrastructure and is critical to
our success moving forward. Webtrends invests up front in high quality equipment, services, and
vendor support, to insure against any risk of data loss.

Risk
Assessment

Webtrends SaaS Solutions disaster recovery strategy focuses on the following priorities:

1. Protection of customer’s website

2. Maintaining uninterrupted data collection


3. Protection of customer’s website visitors from adverse impact

4. Limitin
g data processing and access disruption

Webtrends maintains an essential communication plan for site failure. Along with uninterruptible
power supplies and other data cent
re

environmental controls, Webtrends retains a 24x7 emergency
contact for secondary diesel power generation to supply power to the corporate computing data
cent
re

in the event of a widespread power outage.

Disaster Recovery Plan

Disaster Impact

Avoidance

All

aspects of the environment are designed and built with redundancies throughout. No system or
device has a single point of failure. Data is always written to two separate locations when stored. We
establish continuous monitoring of each system, throughout
the application, and in each location
where data is stored and moved. Monitoring is a critical component of everything we do.

Webtrends SaaS Solutions data collection environment is architected for high availability with >N+1
resiliency. Webtrends leverage
s global load balancing and multiple data
centres

in North America,
Europe and Asia to ensure uninterrupted data collection. Each data collection instance is
independent and scaled to three times its daily average traffic. A failure of any data collection
instance does not result in any data collection failure as the other data collection instances
automatically adjust and are scaled to absorb the load from the failed instance(s).

A full data collection data
centre

level failure is also automatically resolv
ed. If our sophisticated
monitoring detects a failure of a data
centre
, internet traffic is automatically re
-
routed to the
remaining data
centres
. This allows the NOC team to troubleshoot the issue with the failed data
centre
, escalate as needed to the app
ropriate vendor(s), and resolve the issue. All of this occurs
without customer impact, and all data is collected as expected.

Monitoring and Communication

A system
-
level failure, for any component in the Webtrends SaaS Solutions environment, is easily
iden
tified and resolved through our 24x7 Webtrends Network Operations
Centre

(NOC). When
monitoring systems detect a failure, failed systems are automatically removed from the production
environment, the NOC team is alerted and resolves the issue or escalates
to the appropriate vendor
as needed.

Mitigation

A failure in the primary Webtrends SaaS Solutions processing data
centre

may involve some manual
intervention on the part of the Webtrends NOC depending on the level of severity and complexity of
the issue. I
n the unlikely event of complete data
centre

failure, the NOC has instructions on recovery
steps to bring the data
centre

back online in the most expeditious manner.

Webtrends logically and physically segregates its corporate network from the Webtrends Saa
S
Solutions infrastructure. All non
-
physical data
centre

activities and service management operations
are performed remotely from the corporate office over a secure virtual private network (VPN), and
may be performed from other remote location should the n
eed arise.

Testing Disaster Recovery Plans

Webtrends exercises its redundancy processes routinely. Scheduled data
centre

maintenance
provide regular opportunities to trigger data collection routing change and seamlessly transfer all
traffic to other data c
ollection
centres
.




O
N
-
BOARDING AND
O
FF
-
BOARDING

On
-
Boarding

Due to issues with data formats and consistency, Webtrends does not support the migration of
configuration

or reporting data from other applications.

The import of existing log files can
be
carried out

as a Services engagement, however this
requires
a
n

assessment and scoping exercise and may not be possible in all situations.

In general, Webtrends advises against the import of historical data, as depending on the collection
method etc. this c
an lead to inaccuracies and inconsistency in report data and can lead to significant
additional time spent investigating differences.


Off
-
Boarding

Webtrends
Analytics
source logs can be made available through the Log File Delivery (LFD) service.
This allo
ws customers to download their raw logs on a rolling 14
-
day basis. Logs are not stored after
14 days

and access cannot be provided for older logs
.

Webtrends Analytics reporting data can be exported at any time through the REST API.

Webtrends Analytics and
Optimize reports can also be exported at any time from the reporting
interface.

Webtrends does not provide exports of configuration data from Analytics, Segments, Streams or
Optimize.

A database extract for Webtrends VDM/Segments can be provided as a
Services engagement,
subject to necessary analysis and scoping.


P
RICING

Webtrends Analytics









Pricing Matrix






Annual

S
erver
C
alls

(000's)


Cost yearly


CPM (yearly)

% of Base
CPM


3 year
Cost


Total SC
(000's)













500,000


£ 36,600


£
0.0732

100%


£ 109,800

1,500,000

1,000,000


£ 45,800


£ 0.0458

63%


£ 137,400

3,000,000

1,500,000


£ 68,600


£ 0.0458

63%


£ 205,800

4,500,000

2,000,000


£ 91,500


£ 0.0458

63%


£ 274,500

6,000,000

2,500,000


£ 85,700


£ 0.0343

47%


£ 257,100

7,500,000

3,000,000


£ 102,800


£ 0.0343

47%


£ 308,400

9,000,000

3,500,000


£ 120,000


£ 0.0343

47%


£ 360,000

10,500,000

4,000,000


£ 137,100


£ 0.0343

47%


£ 411,300

12,000,000

4,500,000


£ 154,300


£ 0.0343

47%


£ 462,900

13,500,000


5,000,000


£ 171,400


£ 0.0343

47%


£ 514,200

15,000,000

5,500,000


£ 171,600


£ 0.0312

43%


£ 514,800

16,500,000

6,000,000


£ 187,200


£ 0.0312

43%


£ 561,600

18,000,000

6,500,000


£ 202,800


£ 0.0312

43%


£ 608,400

19,500,000

7,000,000


£ 218,400


£ 0.0312

43%


£ 655,200

21,000,000

7,500,000


£ 216,400


£ 0.0289

39%


£ 649,200

22,500,000

8,000,000


£ 230,800


£ 0.0289

39%


£ 692,400

24,000,000

8,500,000


£ 245,200


£ 0.0289

39%


£ 735,600

25,500,000

9,000,000


£ 259,700


£ 0.0289

39%


£ 779,100

27,000,000

9,500,000


£ 274,100


£ 0.0289

39%


£ 822,300

28,500,000

10,000,000


£ 288,500


£ 0.0289

39%


£ 865,500

30,000,000




Above Package Includes:








5 Profiles








300 custom reports








10,000 report exports per month








Unlimited translation files








Premium Care








Extended Data Storage








Express Analysis








Alerts

Monthly SmartSource File
Collection













Additional Items


Annual Price







Social Analytics

£15,000







Mobile Analytics

£15,000







Profiles

£500
















Webtrends Segments:









Up to 500,000,000 Events

£44,100







Up to 2,500,000,000 Events

£77,800







Up to 5,000,000,000 Events

£103,000







Up to 10,000,000,000 Events

£173,900
















Webtrends Streams

(Event
Streams)
:









Up to 1,000,000,000 Events

£62,700







Up to 25,000,000,000 Events

£88,200
















Sharepoint Analytics:









Up to 5,000 CAL's

£18,100







Up to 50,000 CAL's

£43,700







Up to 100,000 CAL's

£62,200








Webtrends Optimize


Pricing Matrix





Optimize
Events (000's)


Cost yearly


3 year Cost


Total Optimize
Events (000's)









5,000


£ 70,000


£ 210,000

15,000

25,000


£ 75,000


£ 225,000

75,000

50,000


£ 83,000


£ 249,000

150,000

100,000


£ 88,000


£ 264,000

300,000

200,000


£ 94,000


£ 282,000

600,000

500,000


£ 106,000


£ 318,000

1,500,000



Above Package Includes:






2 concurrent managed tests/targets






Unlimited Optimize Consultant Services






Unlimited Creative Services






Unlimited Dev
el
oper Services






Unlimited QA Services






Commercial Account Manager






Unlimited Reporting UI users






Bespoke Analysis Services



As specified in the Webtrends Optimize 2
-
Track Service Description






Additional Items


Annual
Price




Additional Test Tracks

£30,000




API Deployment

£50,000





S
ERVICE
M
ANAGEMENT

Webtrends maintains and follows
formal change management processes. All changes to the
production environment systems, network devices, firewall settings, platforms and applications are
risk assessed, logged, approved in a daily Change Management Meeting, and implemented by a
dedicated t
eam. All key business owners such as Support, Engineering, QA, Security, and SaaS
Operations are represented on the Change Management Board.

Specifically regarding ensuring that applications remains configured to build standards, systems are
built from ima
ges that are tested in a pre
-
production environment. All systems are monitored and
protected with anti
-
malware software.

Both scheduled and emergency changes are tested in separate environments, reviewed and
approved by SaaS Operations, Engineering, and Su
pport before deployment to the production
environment.



System Update & Patch Management

Webtrends operates a commercial patch management solution to maintain all hardware system, OS
and application level security patches. Audits performed on a regular bas
is ensure patching is
consistent and current based on industry standards. Webtrends provides online notification to
administrators in advance of any maintenance deploy.

Patches are applied on a monthly schedule. All development, testing, and production sys
tems are
updated with the latest security
-
related patches released by the vendors. Patch applicability and
urgency is evaluated based on the zone of deployment (perimeter, DMZ, applications, storage), its
relevance (i.e. is the service being patched enable
d in the environment), and threat severity
(likelihood x impact). System patches are tested in a staging environment before deployment to
production.


Segregation of Duties

Only authorized personnel can administer systems or perform security management and

operational
functions. Authorization for and implementation of changes are segregated responsibilities
wherever appropriate to the organization. Windows logging is enabled, and Webtrends products
utilize a built
-
in audit trail.


Separation of Development
and Operational Facilities

The SaaS Solutions environment is separate from Development and QA environments and from
corporate IT (each of these environments reside in a separate network domains and is managed by a
separate team). Access to SaaS Operations
resources is limited to SaaS Operations personnel and
authentication requires a separate set of credentials.

Promotion of code from engineering into production is controlled by the change management
process, and the SaaS Operations team manages all deploym
ents into the production environment.
Testing, other than deployment validation, is prohibited in the production environment.


SaaS Solutions Delivery

Webtrends employs a hybrid cloud deployment model with virtualized resources for its SaaS
Solutions. All
software maintenance and configuration activities are conducted by Webtrends'
employees, primarily remotely from our corporate office.

No third party vendor has direct access to Webtrends clients’ data. Backup media are stored in
locked containers at a rep
utable third party storage facility. Webtrends uses exclusively world
renown third party suppliers with stellar background, such as Amazon (for cloud infrastructure), and
Iron Mountain (for backup storage).

Webtrends Optimize use infrastructure resources (
IaaS) from cloud services providers such as
Amazon to increase data collection and content delivery performance outside of the USA.



System Planning and Acceptance

Webtrends uses multiple monitoring processes and tools to track network resources, operating

systems and applications. Capacity is monitored quarterly, or more frequently as needed. Systems
are scaled up when predetermined capacity limits are reached.

All systems are regularly maintained to ensure the on
-
going availability of business critical pr
ocesses.
In the event of failure, all systems (routers, switches, hosts) fail to a safe state.

Reliance on leading edge storage technologies from industry
-
leading vendors provides both
performance and high availability. Webtrends follows manufacturers hard
ening recommendations
and industry best practices for all components, and builds all systems from known images following
documented processes. All unnecessary subsystems, services, utilities and features, as well as
generic, shared, and group accounts, are

disabled or removed.


Protection
against

Malicious and Mobile Code

Webtrends utilizes commercial anti
-
malware and vulnerability software on all workstations and
servers, both within its SaaS Solutions environment and on the corporate network. Updates are
managed and pushed out via workstation/server policy management. Definitions are automatically
updated. Where optimal performance precludes active scanning, anti
-
virus scans are scheduled
weekly.

Webtrends uses a leading commercial solution for email secur
ity, including incoming and outgoing
filtering for spam, phishing attacks and malware.


SaaS Network Security Management

With fault tolerance and redundancy as guiding principles, Webtrends deploys appropriate, modern,
and warranty
-
backed servers to host t
he application and database environment for the SaaS
Operations. In addition, Webtrends’ SaaS Solutions infrastructure includes redundant data storage
arrays for storing customer data.


Network Controls

Webtrends employs stateful firewall appliances with r
eal
-
time logging and alerting capabilities from
industry leading providers in order to restrict/manage all access to and from the internal network.

Webtrends wireless network uses strong enterprise grade encryption and authentication controls
(WPA2). Webtr
ends monitors for all nearby wireless access points using automated systems on the
corporate network.

Network based intrusion detection systems (IDS) monitor network traffic and activity for intrusion
and Webtrends SaaS Operations personnel leverage
multiple network and application monitoring
tools to continuously scan for errors or suspicious activities, which are flagged for investigation.


Media Handling

Webtrends employees are prohibited from carrying customer data on removable media without
writt
en authorization from the customer. This authorization can be contingent on encryption being

used. Customer data may only be used on a laptop if the employee needs to work on actual data to
assist the customer.


Data Retention & Disposal of Media

All perso
nnel who handle electronic media used in Webtrends SaaS Solutions must comply with our
Confidential Information Destruction Policy. This policy requires physical destruction of media, e.g.
degaussing or DoD sanitizing, and maintaining records of destructio
n activity.

All printed information concerning Webtrends SaaS Solutions customers is disposed of in secure
containers, and shredded weekly.

Webtrends deletes all customer data, other than copies held for disaster recovery and archival back
-
up purposes, on
a scheduled basis following termination of contract.


Exchange of Information

All accesses to processed customer data use secure protocols such as HTTPS and SFTP.


Monitoring and Alerting

24x7 monitoring and alerting is in place to notify Webtrends’ SaaS O
perations team of any issue. An
Enterprise Application Management solution maintains audit information and logs for all systems,
trigger alerts based on event logs, and to facilitate alerting, trend analysis, and risk assessment. An
automated network confi
guration management tool tracks and catalog changes, which are audited.
Escalation procedures exist to ensure the timely communication of security incidents through the
management chain and ultimately to any affected customer.

Webtrends’ SaaS Operations te
am audits security logs on a regular schedule.


S
ERVICE
C
ONSTRAINTS

Maintenance

Maintenance windows are announced in advance through the Webtrends Analytics administration
interface. Where possible, scheduled maintenance is carried out at time
s

which impac
t the minimum
number of customers
, such as weekends
.


Deprecation Schedule

Webtrends’ schedule for deprecation of features and functionality is
publicly
documented here:
-

http://releasenotes.webtrends.com/on
-
demand/feature
-
and
-
retirement
-
plans/

This document
gives full details on each feature to be deprecated, a transition plan and a fea
ture
replacement strategy. It
is updated at least 6 months prior to the initiation of any functionality
changes.




New Release Schedule

Webtrends
A
dministrators
are notified of new releases and functionality
using the following
schedule:



30
-
days in advance



15
-
days in advance



Notice on day of release general availability


Customers using our Enterprise Proactive Services will be notified of deprecation schedules

and new
releases via their
Technical Account Manager (TAM)
.


S
ERVICE
L
EVELS

Service Levels

Servic
e Levels are documented in the Webtrends Service Level Agreement (SLA)



please see
separate attachment
.


Webtrends Support

Support is available at two levels:
-

Essential Care



Telephone support during normal business hours (9:00am to 5:00pm GMT

for UK cust
omers
)



Online support during normal business hours



Target response time of 4 hours for Support cases (during normal business hours)



Remote diagnostics (with client authorisation)



Four named Key Contacts

Premium Care



Provides 24/7
toll
-
free
telephone
support



Online support during normal business hours



After
-
hours critical issue pager support for severity 1 and severity 2 issues is available all days
of the week (including holidays)



Target response time of 1 hour for Support cases (during normal
business hours)



Priority routing of calls and issues



Remote diagnostics (with client authorisation)



Ten named Key Contacts


Support Severity Levels


Severity Level

Description

Recommended
Contact Method


Target Response
Times


1) System
Down

System is
inoperable, not
functioning; data is lost.

Phone

Premium Care =
Immediate to 30
minutes.


Essential Care =
Immediate to 1 hour

2) Critical

Business outage or
significant impact
threatening future
productivity. Very difficult to
work around; system is
somewhat usable.


Phone

Premium Care =
Immediate to 1 hour

Essential Care = 2
-
3
hours

3) Work
-
Around

Issue impact is high;
production is proceeding
but in an impaired fashion.

Workarounds are available.


Phone

or

Online Support
Centre

Phone = Immediate to
1 hour

Online Support
Centre

= 4 to 48 hours

4) Minor

Issue does not have
significant current
productivity impact.

Examples, product
enhancements, usage
questions, and cosmetic
problems.


Phone

or

Online Support
Centre


Phone = Immediate to
1 hour

Online Support
Centre

= 4 to 48 hours


F
INANCIAL
R
ECOMPENSE
M
ODEL

Remedies for violation of service level are documented in the Webtrends Service Level Agreement
(SLA)



please see separate attachment
.


T
RAINING

Webtrends
Global Educational Services provides a range of services for Webtrends clients and
partners, including classroom courses, web seminars, training planning and consulting, and
customized Train
-
the
-
trainer programs. Webtrends can deliver training in our faci
lities or onsite,
anywhere around the globe.

Training Planning

Our team approach helps your organization anticipate the total training needs for the product
implementation over time, so you can budget accordingly and know that critical knowledge areas
will

be addressed at the optimal time and at the highest achievable level.

Standard Introductory, Intermediate, and Advanced Courses

Webtrends training courses, at all levels, are tailored to the job roles f that specific product's client
base. They incorpora
te hands
-
on exercises and real world scenarios that can be applied directly to
your business. Most of our courses are led by an instructor in a classroom at a designated
Webtrends training facility or one designated by your organization.


Training Project
Management & Consulting

Our instructors can work with your organization to address large, multi
-
site training requirement or
provide consulting to clients regarding best practices for their in
-
house Webtrends training program.

Train
-
the
-
trainer Programs

O
ur instructors can train your personnel on course content and delivery so that they can be
authorized to provide quality training to their internal employees. These programs can be tailored to
the client's specific needs.

Customized Course Agendas

Our ins
tructors will work with you customize a training agenda that fits your implementation
specifications and requirements.

Flexible Training Delivery Options

Our flexible training options can fit most any organization's training and budgetary needs. Our
catalogue includes web based training, instructor led training, and public courses.

World
-
Wide Training Delivery

Our instructors travel the globe delivering tr
aining to support the requirements of both local and
global implementations.


V
alue of Training

Client services are our business in
Webtrends

Education. The value
Webtrends

deliver to clients must
exceed their expectations and the learning results they could realistically achieve without our
assistance.


We
btrends

accomplish this primarily by:



Making significant investments in the attraction, retention, and development of s
uperior
instructors with subject matter expertise, and



Developing high quality
training collateral
, including course manuals, exercises, roadmaps,
presentations, and product training demonstrations.

Our course materials meet strict curriculum standards an
d are specifically designed to incorporate
adult learning strategies. Our instructors bring real world product knowledge and experience into the
classroom, as well as relevant teaching skills. Interaction and hands
-
on work is a key part of the
learning pro
cess. The result is high value
knowledge transfer
.




Why is
training

so important? Why do
es Webtrends

recommend that every client attend our courses
before, during, and after their product implementation projects?



Our collective experience at Webtrends is

that
training

is critical to your success with our
products.

o

Training delivered by Webtrends or a Certified Partner will reduce your
implementation project risks. In addition, our products typically
form

part of complex
Decision Management

solutions and clients need training and experience in order to
derive the full benefits.




We
btrends

make
s significant investment

in expert instructors and the development of
comprehensive courses in order to capture a w
ealth of knowledge and know
-
how that is
unique to Webtrends.

o

Webtrends training transfers our knowledge and best practices to you.



Webtrends training maximizes your learning potential by capitalizing on the opportunity for
you to apply this learning immediately in your business.

o

The delivery of our courses is carefully timed with respect to your implementation and
go
-
live schedule so

that training has the most positive impact on the participants’
learning curve and the implementation effort.





Training represents a relatively small portion of your implementation costs, and yields a
considerable return on investment through the acceler
ation of your progress and productivity.

o

Typically, clients’ training fees will be less than 5% of the total cost for the product
and services, whereas the ultimate costs of not receiving training will be considerably
higher.



Training forms part of the W
ebtrends solution
.

o

Webtrends takes a consultative approach to client on
-
site training. For example, we will work with
you to acquire an understanding of your environment, and to define course ‘roadmaps’ for
employees in various roles.



O
RDERING AND
I
NVOICING
P
ROCESS

Webtrends Ordering Process

Webtrends requires three pieces of paperwork for successful ordering of our services:



The first document is the commercial quote, which describes the products being ordered,
customer billing and shipping
addresses and contact information, volumes, quantities and
prices, as well as providing our terms and conditions, terms of service and requires a signature
from the customer.



Secondly, if consulting services are being purchased Webtrends requires a stateme
nt of work
that describes the professional services element of our analytics proposal, includes number of
hours, our methodology, services terms and conditions and requires a signature from the
customer. Please note the statement of work is not applicable
to Optimize.



The final document required for ordering from Webtrends is a customer purchase order. If the
customer does not issue purchase orders, Webtrends will require written confirmation that
payment will be made against the strength of the signed quot
e.


Webtrends Invoicing Process

Webtrends invoices are electronically generated automatically after a successful order has been
placed and e
-
mailed to the ship
-
to contacts identified on the webtrends quote docu
ment.
Webtrends Accounts Receiv
able then
init
iates

a collection process in

line with the billing terms and
conditions agreed.


T
ERMINATION
T
ERMS

The Webtrends Terms of Subscription Service attached to the tender response
(please see separate
attachment for details)
sets forth the obligations of the s
upplier and the applicable consumer
(governmental agency that’s purchased the service fro
m Webtrends) upon termination.

In summary, upon termination, (a) Webtrends will delete the applicable consumer’s account and
data from its production environment, and

(b) the applicable consumer’s responsibility is to remove
the data tracking code from its websites, and cease using the Webtrends service.


D
ATA
R
ESTORATION
/

S
ERVICE
M
IGRATION

Report data can be exported at any time, in
PDF, Word, Excel or CSV formats.

W
ebtrends
Analytics
data can additionally be extracted using the REST API.

Webtrends raw data is available via the Log File Delivery
(LFD)
service. This allows customers to
download
logs on a rolling 14
-
day schedule. This should be done on a regular basis i
f required, as
older logs are not available for download.

Due to issues with data format, consistency and accuracy, Webtrends does not
support the
migration of configuration or reporting

data
from other applications
into the
Webtrends Analytics
On Demand

p
latform
.

See the
On
-
Boarding

section above for further details on the import of
historical log files.



C
ONSUMER
R
ESPONSIBILITIES

The Webtrends Terms of Subscription Service attached to the tender response
(please see separate
attachment for details)
sets
forth consumer responsibilities. In summary, it is the consumer’s
responsibility to ensure that the collection, storage, processing, and/or retrieving of all data in
connection with access to and use of Webtrends Service will at all times comply with: (a)

the
consumer’s own policies regarding privacy and protection of user information; (b) all applicable
third
-
party terms and privacy policies, including all applicable third party platform terms; and (c) all
applicable laws, rules and regulations including
those related to processing, storage, use, reuse,
disclosure, security, protection and handling of visitor or user information and data. In addition, the
consumer may not use the Service to collect, retrieve, transmit, store, deliver or provide Webtrends

with access to any personally identifiable information that could be legally considered private or
sensitive in any applicable jurisdiction, including, without limitation, government issued ID numbers,
individual health or medical information (including “
protected health information” under HIPAA),
individual financial information, an individual’s last name and first name or first initial, birth dates,
security codes, passwords, credit or debit card numbers, or sensitive personal data under the EU
Data Prot
ection Directive 95/46/EC.


T
ECHNICAL
R
EQUIREMENTS

Webtrends Analytics, VDM/Segments, Streams and Optimize are browser
-
based applications.
Supported browser configurations (and O/S where relevant) are detailed below:
-

Client Requirements

Webtrends
Analytics 10

Internet Explorer: v9, v10 (not
supported on
Windows 8)

Firefox: Latest version

Chrome: Latest version

Safari: v6


Webtrends Analytics Administration

Internet Explorer: v8, v9, v10

Firefox: Latest version


Webtrends Segments

Internet Explorer:

v8, v9, v10

Firefox: Latest version


Webtrends Streams

Chrome: Latest version.



Webtrends Optimize

A

web browser with Adobe Flash Player 11.1.102.55

or higher
.


Data Collection
(DC)
API

The Webtrends Data Collection API provides an alternative to JavaScri
pt/image request collection by
providing programmatic access to Webtrends data collection servers. The API can be used to submit
data to collection servers using standard HTTP techniques.

The Data Collection API supports sending data in a POST body to a st
andard URI that is a Webtrends
data collection server. The POST body contains ampersand
-
delimited key/value pairs. This method of
data transmission is also known as form encoding. It supports both Webtrends parameters and
custom parameters, allowing report
ing on any application
-
collected information that can be passed
in a parameter.

Full information on the Data Collection (DC) API is available at
http://help.webtrends.com/en/dcapi/


Data Extraction
(DX)
A
PI

The Data Extraction API enables the retrieval of Webtrends Analytics profile, report and key metrics
data. The Data Extraction API conforms to the REST (Representational State Transfer) API
architecture.

Benefits
:



Integrates with Excel without coding,
client software, or installed driver
--
you need only your
Webtrends credentials to get data



Returns the entire data set for a trend in response to a single URI (for example, trending a
month by days)



Is profile and account independent, so you can list multi
ple profiles by changing the profile
name in the URI



Provides macros that enable you to request data for “yesterday” or “this month”



Supports JSON (JavaScript Object Notation), XML, HTML and CSV output of any object for
use in Web 2.0 mashups, widgets and
applications



Enables creation of AJAX applications (or any other web interface for Webtrends data)



Caches data for better performance


T
RIAL
S
ERVICE

Webtrends can provide trials of services under controlled and agreed deliverable criteria. Costs for
trials

are agreed before any trial commences and vary between analytics trials and Optimize trials.


Analytics trials are based on a defined set of required reporting agreed up front. Webtrends will
scope work effort required to configure the reports required u
p front, then a scope of work and
quote is raised for the scoped work effort and sent to the customer for review. Once commercial
cover is in place, Webtrends can then commence the consulting work and provide 30 days free
access to the solution to enable t
he customer access to explore the reports built.



Optimize: Optimize trials are run for 3 months and cost £18k. During the trial period, Webtrends will
assign all resources that would be available to customers under longer commercial contracts, and
will co
mmence the optimisation initiative to demonstrate the benefits and returns of the service.