Alfresco Document & Records Management in the Cloud Service Definition

doctorlanguidInternet and Web Development

Dec 8, 2013 (3 years and 11 months ago)

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Alfresco Document & Records Management in
the Cloud


Service Definition

Service Overview

Working together with its Cloud Services Partner, Skyscape, SynApps Solutions
(SynApps) has developed its Alfresco Document & Records Management in the
Cloud service to enable organisations to acquire a subscription
-
based, best
-
of
-
breed, document and recor
ds management application in a rapid timescale.

SynApps is a leading provider of enterprise content management (ECM) solutions
and associated consultancy, implementation and support services. SynApps is 100%
focused on ECM and is generally acknowledged by

ECM vendors, SIs and its
customers as an organisation that employs the foremost ECM subject matter
experts in the UK and provides the highest level of customer service.

Alfresco is the market
-
leading, open source, ECM platform; coupling open source
with t
he stability of a true enterprise
-
class platform. This model allows Alfresco to
use best
-
of
-
breed
,

open standards, open source technologies and contributions
from the open source community to deliver higher quality software that is
produced more quickly and at a much lower cost. The Alfresco software has been
available in the market now for over 6 year
s and has been deployed in over 1,100
enterprise companies across 40 countries world
-
wide.

Skyscape is the service provider of choice for Assured Cloud Services
-

a scalable
service which provides flexible and tailored solutions for the UK Public Sector.
S
kyscape Assured Cloud is a UK sovereign, secure service with data in named,
accredited data centres, which utilise the partner technology and efficiency of the
Skyscape Cloud Alliance. Skyscape has a rich catalogue of services across the three
Cloud Servic
e Models in IaaS, PaaS and SaaS with meaningful, industry leading SLAs
that are aligned to business and based upon the ITIL Service Management
framework.
Skyscape is acting as a subcontractor to SynApps for the provision and
support of Cloud infrastructure
.






Service and Product Features

Document Mana
gement in the Cloud provides Alfresco’s document and records
management platform

for development and delivery of configured document
management applications.



Flexibility for growth


the solution scales
indefinitely and on
-
demand.



Pre
-
configured document management applications available for integration
with an organisation’s processes and line
-
of
-
business applications.



Bespoke configured document management services can be developed in
house or by SynApp
s in advance of subscribing to the services.



Assured Security


the platform is hosted in highly resilient Tier3, UK
sovereign data centres.



Based on its experience in delivering and supporting Cloud
-
based document
management services to its customers, SynApps is able to provide (under Lot
4 Specialist Cloud Services) a fully
-
managed service covering system
administration and full
application
s
upport for
the customer’s
configured
applications

Example Use Cases



Divisions / Busin
ess Units of organisations that

require a low cost / low
commitment acq
uisition of an enterprise
-
class, d
ocument management
application on a service basis.



Organisations t
hat

have multiple legacy document management systems and
wish to mi
grate to a modern configurable d
ocument management platform
can take advantage of the cloud pricing model to migrate system by system
without any one system incurring the major capital

outl
ay of acquiring
enterprise
-
wide document management technology and the infrastructure
to support that.



Organisations that

require a shared document management system for
document / collaboration purposes.

Technical Features

Documen
t Management in the Cloud

is based on Alfresco’s
Enterpri
se Content
Management platform
;



R
obust security model.



Content retention policy management.



Compliant Records Management



Collaboration services
.






An overview of the G
-
Cloud Service (functional, non
-
functional)

Document
management technolog
y for organisations to deliver d
ocument
and
records
management systems rapidly and efficiently.

Live
service delivery of configured d
ocument
and records
management systems on
a subscription model.

Information assurance


Impact Level
(IL) at which the G
-
Cloud
Service is accredited to hold and process information

Suitable for information from IL0 to IL6.

All datacentres (locales) are highly resilient Tier3, UK sovereign with LISTX status.

Connectivity Available

Connectivity via the
internet or a government secure network (GSI, PNN, N3, etc.)
is standard.

Level of backup/restore and disaster recovery that will be provided

Organisations can choose from a range of protection levels. The default level is
Local Protection


data is held i
n a single named UK locale and protected using
server virtualisation. If organisations cannot tolerate the loss of data, they are
recommended to consider the optional Remote Protection level.

Optional: Remote Protection can be chosen where virtual servers
and data are
stored in two UK sovereign locales, with a copy maintained in a primary named UK
locale and copied to a geographically remote UK locale.

Organisations can also purchase capacity on the
SynApps
-
Skyscape Backup to the
Cloud platform on which sec
ondary copies of data can be automatically created
and retained. Such data can also be replicated for even higher data durability.

On
-
boarding and Off
-
boarding processes/scope etc.

An organisation will need to engage in definition of their document managem
ent
system requirements and the configuration / composition of the system, as well as
the more detailed activities for the system to integrate to the organisation’s
existing business processes.

SynApps provides

comprehensive on
-
boarding and off
-
boarding co
nsultancy services
through its

Lot 4 submission to G
-
Cloud Framework.



Pricing (including unit prices, volume discounts (if any), data
extraction etc.)

Remote Protection Application:
£POA

Remote Protection Storage
: £POA

For 99.95% availability SLA (SL2)

Number of
User
Accounts


IL0


IL2


IL3

500
-

999

£
15.54

£
15.76

£
16.65

1,000

-

1,999

£
10.85

£11.04

£
11.77

2,000


2,999

£
8.01

£
8.19

£
8.75

3,000


3,999

£
6.36

£
6.49

£
6.91

4,000 and over

£
6.12

£
6.24

£
6.63

For 99.99% availability SLA (SL3)

Number of User
Accounts


IL0


IL2


IL3

500
-

999

£
17.25

£
17.82

£
19.74

1,000

-

1,999

£
12.41

£
12.94

£
14.60

2,000


2,999

£
9.44

£
9.92

£
11.31

3,000


3,999

£
7.45

£
7.82

£
8.88

4,000 and over

£
7.15

£
7.50

£
8.48

Notes to Tables:



Minimum of 500 user accounts per order



Based on
assumed 10% user
-
concurrency rate



Storage (over and above 1TB)
will be charged at
£0.61 per Gb per month



Production environment only.

Remote Protection Application:
£POA

Remote Protection Storage
: £POA

Additional Data Transfer Charges:



Internet data
transfer out of the platform (i.e. network traffic) is charged at
£0.13 per GB.



PSN data transfer (IL2) out of the platform (i.e. network traffic) is charged
at £0.26 per GB.





GSi data transfer (IL3) out of the platform (i.e. network traffic) is charged

at £1.56 per GB.

Product / Service Options

1.

Pre configured / off the shelf Document management platforms.

2.

Tooling to configure / compose bespoke Document management systems.

3.

Management option. In many cases, the organisation may choose to manage
the
application th
emselves. As an option, SynApps is

able to manage the
configured
applicatio
n on behalf of the organisation (through its Lot 4
submission to the G
-
Cloud framework)

4.

Remote Replication (additional cost). Virtual servers and data are stored in
tw
o UK sovereign locales, with a copy maintained in a primary named UK
locale and copied to a geographically remote UK locale.

5.

Backup (optional). SynApps is

able to backup either entire virtual servers, or
selected data to an independent backup solution. This can allow clients to
recover their servers and/or data from a backup.

6.

Training. Additional instructor
-
led training is available to complement this
servi
ce

(as a Lot 4 service)

Service Management Details

A compreh
ensive secure online Portal

provide
s

the most common Service
Management functionality.

An experienced, qualified ITIL Service Delivery Manager will be assigned to each
client, and will be responsi
ble for the on
-
going client relationship. They will also
provide assistance with reporting, incident escalation and continual service
improvement, at all times following
the SynApps
-
Skyscape

ITIL
-
based process
framework.

Service Management functions such a
s application
-
environment system

administration for the application are not in scope of this service.


This function
can be p
rocured separately from SynApps under Lot 4 of the G
-
Cloud framework.

Service constraints (e.g. maintenance windows, level of
custo
misation permitted, schedule for deprecation of
functionality/features etc.)

No
built
-
in service constraints.

SynApps
will adhere to the following in terms
of maintenance windows:

“Planned Maintenance” means any pre
-
planned maintenance of any infrastructur
e
relating to the Services.
SynApps

shall provide the Client with at least twenty four
(24) hours’ advance notice of any such planned maintenance:





Planned maintenance of
the SynApps
-
Skyscape

infrastructure relating to the
Services shall happen between the hours of 00:00and 06:00 (UK local time)
Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local
time) on a Saturday and/or Sunday;



Planned Maintenance shall be excluded from a
ny availability calculation in
regard to Service Credits but shall be included in the monthly service
reporting;

“Emergency Maintenance” means any emergency maintenance of any of the
infrastructure relating to the Services. Whenever possible,
SynApps

shall

provide
the Client with at least six (6) hours’ advance notice:



Whenever possible Emergency Maintenance of
the SynApps
-
Skyscape

infrastructure will happen between the hours of 00:00and 06:00 (UK local
time) Monday to Sunday and/or between the hours of 08:
00 and 12:00 (UK
local time)on Saturday and/or Sunday unless there is an identified and
demonstrable immediate risk to a Clients environment;

Emergency Maintenance shall be excluded from any availability calculation in
regard to service credits but shall b
e included in the monthly service reporting.

Service Levels (e.g. performance, availability, support hours,
severity definitions etc.)

SynApps

offer
s

a 99.95% availability SLA based on the availability of both the portal
and the virtual server environment
itself.

Financial recompense model for not meeting service levels

None.

Training

A

range of user and administrator

training options
are
available for customisation,
extension and integration of the solution.

Details of currently available Alfresco

product training courses can be found at the following url:
http://www.alfresco.com/support

Ordering and invoicing process

Clients can view their current u
sage and charges online in real
-
time via the portal.

Billi
ng for the service is monthly in advance
.

Payment can be via the following methods: D
irect Debit

or purchase order.

Service lead time



New Clients (organisations) will typically be deployed within 1 month from order.


Shorter deployment times may be
available and prioritised upon request.

Existing Organisations have instant access to additional usage with no notice period
required.

Termination terms By consumers (i.e. consumption) By the Supplier
(removal of the G
-
Cloud Service)

One Calendar month not
ice must be given. There are no termination fees. All data,
accounts and access will be permanently deleted.

Termination costs

There are no termi
nation costs for this Service. H
owever
,

an organisation must
make provision for migration of the document infor
mation to another repository.

Data restoration / service migration

Customer has ability to extract their information.


A migration service is offered
separately and is recommended to maintain
integrity of information under
r
etention.

Consumer responsibilit
ies

Definition of and
configuration / composition of d
ocument management system.

The control and management of access and responsibilities for end users.


Organisations must also be aware of the variable nature of the billing based on
usage.

The consumer i
s also res
ponsible for ensuring it applies

suitable controls to

its

sensitive data/application.

Technical requirements (service dependencies and detailed
technical interfaces, e.g. client side requirements,
bandwidth/latency requirements etc.)

Individual u
sers will require internet access (IL0
-
IL2) or connectivity via a
government secure network (IL3) to the
SynApps
-
Skyscape Cloud Platforms.

Integration to customer Active Directory is required, as is a certified browser
platform.



Details of any trial
service available

Demonstration service

is available by agreement
.