TIBCO Nimbus Software Release 10.0.0 November 2016
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Contents 3 Table of Contents 5 Terms of Use 6 Service Overview 7 Service Environment 7 Primary Data Centre 7 Disaster Recovery Data Centre 8 Service Architecture 9 Service Access 9 Enterprise Server (web based access) 9 TIBCO Nimbus Author Client 9 Client Software requirements 9 File Transfer between Environments 10 Licensee Responsibilities 11 Cloud Service Standard Software Build 11 Platform 11 TIBCO Nimbus software 12 Environment Restrictions 12 TIBCO Nimbus installation access 12 Internet access via Citrix 12 Data Backup 13 System Availability 13 Maintenance Windows 13 System Access 14 Disaster Recovery 15 Operational Procedures 15 TIBCO Nimbus Cloud and Systems Support 15 Client Duties 16 Termination of TIBCO Nimbus 17 Changes to TIBCO Nimbus
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5 Terms of Use This document is for information only, and is not contractually binding. You accept the terms of use located at the following URL by continuing to read this documentation http://www.tibco.com/company/termsofuse.jsp
6 Service Overview The TIBCO Nimbus offers the hosting of TIBCO Nimbus software on systems configured, supported and maintained by TIBCO. The service provides a secure environment for use by TIBCO Nimbus clients that choose not to install TIBCO Nimbus locally, i.e. for deployment, security and flexibility reasons. The TIBCO Nimbus publishes TIBCO Nimbus software via the internet using two secure methods: TIBCO Nimbus Enterprise Server; providing a web interface for Change Management Users and Contributors to view and interact with process maps, documents and other content managed within TIBCO Nimbus. TIBCO Nimbus Client; enabling Process Authors and Administrators to create process maps and manage the TIBCO Nimbus software directly on the TIBCO Nimbus.
7 Service Environment 3.1 Primary Data Centre The TIBCO Nimbus is run from a validated secure data centre within the EU. This is operated by Amazon Web Services (AWS) at its Dublin site. 3.2 Disaster Recovery Data Centre In the event of a service failure that requires recovery, there shall be a disaster recovery procedure that shall transition the service to the DR Data Centre within the EU boundaries, (The location of this data centre will be defined at the point of invocation of the DR plan) and restore normal service and make the current data available as normal.
8 Service Architecture TIBCO Nimbus provides a standard service architecture currently comprising of: TIBCO Nimbus dedicated Virtual Machines TIBCO Nimbus dedicated Virtual Private Cloud (VPC) Perimeter security provided by a combination of AWS perimeter management and local security policy management on the VPC Environment protection by Intrusion Detection anti-virus software Windows Server 2012R2 operating system platform
9 Service Access The TIBCO Nimbus Client runs within a Citrix session. The connection is established via a Citrix Secure Gateway over a 256bit encrypted ICA encapsulated TLS connection on port 443. The connecting network must allow outbound connections on port 443 to enable a successful connection. Citrix server version: Citrix XenApp 6.5 Secured by: Citrix Secure Gateway 3.3 and Web Interface 5.4. 5.1 Enterprise Server (web based access) The TIBCO Nimbus Enterprise Server is accessed via the internet using browsers supported by our release policy. The connection is securely encrypted using SSL on port 443. TIBCO Nimbus will provide clients with a connecting URL upon service commencement. Clients are free to use their own URL, with provisions they provide their own Domain Name System (DNS) and SSL certification services. 5.2 TIBCO Nimbus Author Client The TIBCO Nimbus Client runs within a Citrix session. The connection is established via a Citrix Secure Gateway over a 256bit encrypted ICA encapsulated TLS connection on port 443. The connecting network must allow outbound connections on port 443 to enable a successful connection. 5.3 Client Software requirements Each connecting client Author needs to install the Citrix Receiver. Downloadable from the Citrix client download site. Connection and configuration settings are automatically deployed to the Citrix client through a secure web interface during the log-on process. 5.4 File Transfer between Environments Citrix ICA protocol allows for secure file transfers between the client and server computer. Users can elect to attach their local disk drives to the Nimbus - these drives are then available for browsing within the user s session.
10 Licensee Responsibilities Ensuring that one or more nominated points of contact is known for issuing service notifications and that all contact details are correct and up to date. Licensee s nominated Nimbus administrators ( Administrators ) are responsible for removing Users from their TIBCO Nimbus Cloud instance. Administrators must advise the TIBCO Nimbus Service Desk of user deletions with Administrator or Author privileges prior to their removal. All TIBCO Nimbus Cloud system functionality changes, for example system options. TIBCO Nimbus Service Desk will not perform any changes to functionality. Licensee s authorised representative must request all new users or upgrades by email to the TIBCO Nimbus Service Desk.
11 Standard Software Build 7.1 Platform Microsoft Windows Server 2012R2 IIS 8 Citrix XenApp 6.5. 7.2 TIBCO Nimbus software TIBCO Nimbus Authoring Client TIBCO Nimbus Enterprise Server TIBCO Nimbus Action Server: E-mail service Delete service Office integration service LDAP service (as required) TIBCO Nimbus Business Intelligence server TIBCO Nimbus Batch Server
12 Environment Restrictions 8.1 TIBCO Nimbus installation access Users are restricted to accessing data within their own organisation s TIBCO Nimbus Cloud installation. Where multiple TIBCO Nimbus instances are installed on a shared server, each instance is protected within its own secure container managed by TIBCO Nimbus. 8.2 Internet access via Citrix Outbound internet and web access is removed from Citrix sessions. This is required to prevent client users from circumventing their own organisation s internet usage policies. 8.3 Data Backup Each instance of TIBCO Nimbus is backed up nightly, Monday to Friday (5 days a week). During the backup window TIBCO Nimbus is not available for use. All users are required to log out of the system beforehand. Clients will be advised of their backup window upon service commencement. Daily Backups are held for 42 days, restore requests must be raised as a case to TIBCO Nimbus Service Desk within this period. (Between 07:30-19:30 (GMT), Monday to Friday excluding public holidays). Backups are replicated daily to the fallover availability site.
13 System Availability 9.1 Maintenance Windows In order to maintain service levels we reserve the following weekly system outages for essential maintenance: Reserved outages (GMT): Saturdays 06:00 12:00 Wednesdays 12:00 13:00 These outages will only be taken when maintenance work is required; they shall be minimised to avoid operational disruption and maximize service availability. TIBCO Nimbus will use commercially reasonable endeavours to ensure a minimum of one working days notice will be given of our intention to use a reserved outage window. 9.2 System Access With the exception of scheduled and reserved outages as outlined above, TIBCO Nimbus shall use commercially reasonable endeavours to ensure that the access to the Nimbus s is available 24 x 7. More information relating to this can be found at the following location: http://www.tibco.com/multimedia/tibco-end-user-license-agreement_tcm8-9378.pdf
14 Disaster Recovery In the unlikely event of disaster recovery TIBCO Nimbus has validated and tested processes in place to ensure minimum client impact. The TIBCO Nimbus environment is based upon a hardware-independent virtualised infrastructure. Should a disaster occur, virtual servers are on standby at an alternate AWS site ready to restore all TIBCO Nimbus instances. Disaster recovery expectations are within 48hrs of system failure.
15 Operational Procedures 11.1 TIBCO Nimbus Cloud and Systems Support Support is provided by the TIBCO Nimbus Service DESK. Application and hosting infrastructure issues should be raised through the normal support routes. Support hours and response times for products running on the TIBCO Nimbus are defined as per the contracted level of support with the client and maintenance program. 11.2 Client Duties The client is responsible for: Accepting the system into production once TIBCO Nimbus has completed the installation or upgrades to the system. The client must notify TIBCO Nimbus by email confirming that the system is available, to enable TIBCO Nimbus to begin terms of the agreement. Ensuring that one or more nominated point of contacts is known for issuing service notifications and that all contact details are correct and up to date. TIBCO Nimbus Administrators may remove users from their TIBCO Nimbus Cloud instance. Administrators must advise the TIBCO Nimbus Service Desk of user deletions with Administrator or Author privileges prior to their removal. The client is responsible for all TIBCO Nimbus system functionality changes, for example system options. TIBCO Nimbus Service Desk will not perform any changes to functionality. The authorised client representative must request all new users or upgrades by email to the TIBCO Nimbus Service Desk.
16 Termination of TIBCO Nimbus At the termination of the service TIBCO Nimbus will perform the following actions: TIBCO Nimbus installation decommissioning System access removal Software uninstalled from TIBCO Nimbus Cloud Server TIBCO Nimbus installation data stored for 60days (including the TIBCO Nimbus process repository and associated data e.g. attachments etc.) At the end of this period the data will be permanently deleted in line with data protection laws. The client may however request that TIBCO Nimbus hold their data for a period greater than 60 days which may incur a fee. Written authorisation to do this must be provided by an authorised representative of the client. TIBCO Nimbus reserves the right to refuse to hold this data for periods greater than 60 days; if requested TIBCO Nimbus will provide a copy of the data on portable media for the client to collect. If the client requires the system to be transitioned to an in-house installation, they may purchase appropriate licenses for this from TIBCO Nimbus and TIBCO Nimbus can assist in the migration as part of agreed and paid for (time and materials) consultancy services.
17 Changes to TIBCO Nimbus The details of the TIBCO Nimbus set out in this document may be subject to change without notice, provided that no such change will negatively impact the services for the client.