Specifications for WebDocs On-Demand

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1 Specifications for WebDocs On-Demand WebDocs On-Demand helps you find, control, optimize and protect all of your documents, including scanned paper documents, faxes, s and electronic forms. All content is saved and indexed directly into your secure space in the WebDocs Data Center with onsite backup, optional electronic offsite backup and optional secondary site for disaster recovery and business continuity. At WebDocs, we strive to provide you the highest levels of security, performance and uptime availability. To ensure the maximum performance and uptime availability, the infrastructure and systems are designed for redundancy and scalability. Network Redundancy Effective July 1, 2010 Content Management Solutions

2 The WebDocs On-Demand network infrastructure is redundant and employs automatic error detection and failover. The Internet connectivity used by the On-Demand service is load-balanced over 10 distinct Internet backbone providers and is continually monitored for network health, performance and availability. Primary Internet connectivity is provided to the cage via redundant (A+B) feeds. Each feed is connected to a separate Cisco switch, which are linked together for redundancy. The switches also participate in a failover configuration on the provider side using Hot Standby Router Protocol (HSRP), which provides a fault-tolerant default gateway in case of interface or link failure on one device. Secondary Internet connectivity is provided via a leased line that is connected to a single Cisco router. This router is connected to one of the Cisco switches providing a redundant path to the Internet should the main provider link go down. Each server in each rack has dual network interface controllers (NICs) that fail over automatically in case of network interruption or failure. Each server is connected to the Cisco switch cluster internally, which provides redundant network paths for the internal servers. The load-balancing hardware system participates in an active/passive cluster that fails over automatically in case of network interruption/degradation or network interface failure. Power Redundancy 2 Specifications for WebDocs On-Demand Effective July 1, 2010

3 The WebDocs On-Demand power infrastructure is redundant and features automatic error detection/failover as well. On-Demand backup power is provided by Uninterruptible Power Supplies (UPS), on-site diesel generation and redundant connections to power distribution provided by Commonwealth Edison, Inc. Each rack in the WebDocs On-Demand cage is provisioned with redundant (A+B) power. Each rack contains two APC Power Distribution Units (PDUs), 1 each connected to the A and B sides of the power feed. Each server in each rack has dual power supplies that fail over automatically in case of power supply interruption or failure. Application Infrastructure Redundancy The WebDocs On-Demand application infrastructure has built-in redundancy for the web servers and the document storage servers. The web farm is load balanced, so that in an event of application or hardware failure on any one server, that server will be automatically removed from the web farm and the user request will be served from one of the other servers in the farm. The documents are stored on multiple storage devices and WebDocs On-Demand will automatically look at the alternate storage location if the primary location is inaccessible for any reason. Full nightly database backups and hourly transactional logs are backed up to a separate backup SQL environment. In the event of primary database environment failure, the databases will be manually restored to the secondary database environment. The database recovery time objective is 4 hours from point of recovery initiation. 3 Specifications for WebDocs On-Demand Effective July 1, 2010

4 Failover Testing Infrastructure failover testing is performed twice per year. This includes hardware testing and simulates failure of individual components as well as system failure to ensure that redundant systems operate as designed. WebDocs On-Demand Historical Availability The WebDocs On-Demand solution is monitored for uptime by an independent third party monitoring solution, from 8 different locations in the United States. For the first half of 2010, the WebDocs On-Demand uptime was % availability. This uptime excludes regularly scheduled maintenance windows, which are from 4 am to 8 am CT on Sundays. Customers will receive advanced notice on any and all planned outages outside this window. Auditing and Vulnerability Testing Security and Reliability are of the utmost importance to the WebDocs On-Demand solution; therefore, the On-Demand solution and WebDocs Business Processes are audited annually in order to obtain a Type II Certification of the Statement on Auditing Standards No. 70 (SAS 70). SAS 70 is an auditing statement issued by the Auditing Standards Board of the American Institute of Certified Public Accountants (AICPA), that defines the professional standards used by service auditors to assess the internal controls of a service organization, to prove a high level of control effectiveness, and has become one of the most widely recognized auditing standards for technology service companies. The rigorous requirements for the SAS 70 Type II validate that WebDocs delivers an effective operating environment with proper processes and controls to ensure the highest standards of security, reliability and availability. The SAS 70 Type II audit was performed through meticulous reviews and tests of WebDocs operational processes and controls by leading independent auditor Deloitte & Touche LLP. In addition to the SAS70 report, regular penetration and vulnerability testing is performed against the On- Demand solution by an independent third party. Together, these inspections provide a comprehensive test of security, change management and business processes surrounding the On-Demand environment. System Monitoring and Notification The WebDocs On-Demand solution is monitored by three independent Network Operation Centers (NOC). These centers monitor network performance (including internet), data center infrastructure, application infrastructure and application performance and availability. In addition, application availability is monitored from 20+ locations globally. System event and threshold notifications are monitored 24/7 by on-call infrastructure technicians. Technical Support Technical support is offered via phone and Monday through Friday 7 am CT 6 pm CT. 4 Specifications for WebDocs On-Demand Effective July 1, 2010

5 Optional Offsite Electronic Backup WebDocs On-Demand has two primary data elements. The first is the database that houses the user, project, workflow, document meta data and document pointer information. The second is the file system that contains the physical documents. The offsite backup service will encompass these two elements. Process Validation 1. Database A full database backup is completed weekly and daily differential backups are completed nightly. These backups are copied to the offsite location nightly. The WebDocs On-Demand system can be restored utilizing this backup. The database backups are maintained for 30 days at the offsite location. Restoration of such backups can be initiated by the customer and will be billed at professional service rates. 2. Physical Documents Changes to physical documents (new documents or updates to existing documents) are copied to the backup location nightly. Document deletes will be executed at the backup site on the first of every month. Documents deleted over 30 days ago will be removed from the backup location at that time. Based on this timing, the minimum time period for a delete is 30 days, and the maximum 59 days. Restoration of all documents or a single document can be initiated by the customer and will be billed at professional service rates. On the first of every month, the customer will receive an summarizing the content at the backup location. The will contain the following information: 1. Document root folder, subfolders and size of contents 2. Database backup folder, subfolders and size of contents Additional validation detail or validation options can be provided to meet the customer s specific needs, and will be billed at professional service rates. Recovery In case of disaster at the primary data center, the WebDocs On-Demand application can be recovered in hours. Performance from this recovered site may vary. Termination Termination of the WebDocs On-Demand service will initiate termination of the warm site process and will initiate removal of all content from the warm site location. Termination of the warm site process and delivery of the customer data can be initiated at the customer s request, and will be billed at professional service rates. 5 Specifications for WebDocs On-Demand Effective July 1, 2010

6 Specifications for WebDocs On-Demand Content Management Solutions Optional Warm-site Electronic Backup For customers whom require a higher level of data security, WebDocs On-Demand offers a secondary offsite system. Documents and databases are replicated to the secondary On-Demand data center in near real time, so that in the event of primary site failure, the client is notified and provided an alternate URL for access to their data. The service offering and pricing is dictated by the client s desired recovery objectives: Validation 1. Recovery Point Objective (RPO) RPO is the point in time when the data is recovered. The closer the RPO is to real-time the higher the costs involved. Recommended RPO is 1 hour. 2. Recovery Time Objective (RTO) RTO is time of recovery between outage and secondary system availability. The shorter the RTO, the higher the cost of the service. 3. Recovery Performance Objective (RPfO) RPfO is the expected performance at the secondary data center. The closer to production level performance, the higher the cost. 4. Recovery Performance Time Objective (RPtO) RPtO is the expected time of return to production level performance. The shorter the RPtO duration, the higher the cost. On the first of every month, the customer will receive an summarizing the content at the backup location. The will contain the following information. 1. Documents root folder, date last modified and size of contents. 2. Database backup folder, date last modified and size of contents. Additional validation detail or validation options can be provided to meet the customer s specific needs, and will be billed at defined service rates. Termination Termination of the WebDocs On-Demand service will initiate termination of the warm site process and will initiate removal of all content from the warm site location. Termination of the warm site process can be initiated at the customer s request, and will be billed at defined service rates. For a detailed quote, please contact your Sales Representative for a professional services engagement. Effective July 1, 2010 WebDocs is a registered trademark of the Data Management Internationale'. Find Control Optimize Protect 55 Lukens Drive, New Castle DE Phone: Fax: