TIBCO Nimbus TIBCO Software Inc. (NASDAQ: TIBX) is a provider of infrastructure software for companies to use onpremise or as part of cloud computing environments. Whether it's efficient claims or trade processing, cross-selling products based on real-time customer behavior, or averting a crisis before it happens, TIBCO provides companies the two-second advantage the ability to capture the right information, at the right time, and act on it preemptively for a competitive advantage. More than 4,000 customers worldwide rely on TIBCO to manage information, decisions, processes, and applications in real time. Learn more at www.tibco.com. 2013, TIBCO Software Inc. All rights reserved. www.tibco.com/nimbus Global Headquarters 3303 Hillview Avenue Palo Alto, CA 94304 Tel: +1 650-846-1000 +1 800-420-8450 Fax: +1 650-846-1005
SOME TIBCO SOFTWARE EMBEDS OR BUNDLES OTHER TIBCO SOFTWARE. USE OF SUCH EMBEDDED OR BUNDLED TIBCO SOFTWARE IS SOLELY TO ENABLE THE FUNCTIONALITY (OR PROVIDE LIMITED ADD-ON FUNCTIONALITY) OF THE LICENSED TIBCO SOFTWARE. THE EMBEDDED OR BUNDLED SOFTWARE IS NOT LICENSED TO BE USED OR ACCESSED BY ANY OTHER TIBCO SOFTWARE OR FOR ANY OTHER PURPOSE. USE OF TIBCO SOFTWARE AND THIS DOCUMENT IS SUBJECT TO THE TERMS AND CONDITIONS OF A LICENSE AGREEMENT FOUND IN EITHER A SEPARATELY EXECUTED SOFTWARE LICENSE AGREEMENT, OR, IF THERE IS NO SUCH SEPARATE AGREEMENT, THE CLICKWRAP END USER LICENSE AGREEMENT WHICH IS DISPLAYED DURING DOWNLOAD OR INSTALLATION OF THE SOFTWARE (AND WHICH IS DUPLICATED IN THE LICENSE FILE) OR IF THERE IS NO SUCH SOFTWARE LICENSE AGREEMENT OR CLICKWRAP END USER LICENSE AGREEMENT, THE LICENSE(S) LOCATED IN THE LICENSE FILE(S) OF THE SOFTWARE. USE OF THIS DOCUMENT IS SUBJECT TO THOSE TERMS AND CONDITIONS, AND YOUR USE HEREOF SHALL CONSTITUTE ACCEPTANCE OF AND AN AGREEMENT TO BE BOUND BY THE SAME. This document contains confidential information that is subject to U.S. and international copyright laws and treaties. No part of this document may be reproduced in any form without the written authorization of TIBCO Software Inc. TIBCO, Two-Second Advantage and TIBCO Nimbus 9 are either registered trademarks or trademarks of TIBCO Software Inc. in the United States and/or other countries. All other product and company names and marks mentioned in this document are the property of their respective owners and are mentioned for identification purposes only. THIS SOFTWARE MAY BE AVAILABLE ON MULTIPLE OPERATING SYSTEMS. HOWEVER, NOT ALL OPERATING SYSTEM PLATFORMS FOR A SPECIFIC SOFTWARE VERSION ARE RELEASED AT THE SAME TIME. SEE THE RELEASE NOTE FOR THE AVAILABILITY OF THIS SOFTWARE VERSION ON A SPECIFIC OPERATING SYSTEM PLATFORM. THIS DOCUMENT IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. THIS DOCUMENT COULD INCLUDE TECHNICAL INACCURACIES OR TYPOGRAPHICAL ERRORS. CHANGES ARE PERIODICALLY ADDED TO THE INFORMATION HEREIN; THESE CHANGES WILL BE INCORPORATED IN NEW EDITIONS OF THIS DOCUMENT. TIBCO SOFTWARE INC. MAY MAKE IMPROVEMENTS AND/OR CHANGES IN THE PRODUCT(S) AND/OR THE PROGRAM(S) DESCRIBED IN THIS DOCUMENT AT ANY TIME. THE CONTENTS OF THIS DOCUMENT MAY BE MODIFIED AND/OR QUALIFIED, DIRECTLY OR INDIRECTLY, BY OTHER DOCUMENTATION WHICH ACCOMPANIES THIS SOFTWARE, INCLUDING BUT NOT LIMITED TO ANY RELEASE NOTES AND "READ ME" FILES. Copyright 1997-2014 TIBCO Software Inc. ALL RIGHTS RESERVED. 1
Contents Terms of use... 3 Service Overview... 3 Service Environment... 3 Primary Data Centre... 3 Disaster Recovery Data Centre... 3 Service architecture... 4 Service Access... 4 Enterprise Server (web based access)... 4 TIBCO Nimbus Author client... 4 Client Software requirements... 4 File Transfer between Environments... 5 Licensee Responsibilities... 5 TIBCO Nimbus Service standard Software Build... 5 Platform... 5 TIBCO Nimbus software... 5 Miscellaneous... 5 Environment Restrictions... 6 TIBCO Nimbus installation access... 6 Internet access via Citrix... 6 Data Backup and Restores... 6 System Availability... 6 Maintenance Windows... 6 System Access... 7 Disaster Recovery... 7 Operational Procedures... 7 TIBCO Nimbus and Systems Support... 7 Client Duties... 7 Termination of TIBCO Nimbus Service... 8 Changes to TIBCO Nimbus Service... 8 2
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 Service Overview The TIBCO Nimbus Service offers the hosting of the TIBCO Nimbus software on systems configured, supported and maintained by TIBCO Nimbus Customer Support Team The service provides a secure environment for the use of TIBCO Nimbus clients who choose not to install TIBCO Nimbus locally, i.e. for deployment, security and flexibility reasons. The TIBCO Nimbus Service publishes TIBCO Nimbus software via the internet using two secure methods: TIBCO Nimbus Enterprise Server; providing a web interface for Change Management Users and End Users 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 hosted server. Service Environment Primary Data Centre The TIBCO Nimbus Service is run from a validated secure data centre within the United Kingdom. This managed environment provides industry-standard power, fire, climate and physical security systems. The environment is monitored 24 x 7 for service interruptions. 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 (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. 3
Service architecture TIBCO Nimbus provides a standard service architecture currently comprising of; TIBCO Nimbus dedicated rack. Industry standard servers, currently Dell and HP (owned and maintained by TIBCO Nimbus). Perimeter security provided by a stateful inspection firewall. Environment protection by Intrusion Detection System and McAfee anti-virus software. VMWare ESX virtual server environment. Windows 2003 Server Enterprise Edition R2 operating system platform. Service Access Enterprise Server (web based access) The TIBCO Nimbus Enterprise Server is accessed via the internet using Microsoft Internet Explorer browser (version 8 or above) or the latest version of Firefox. The connection is securely encrypted using SSL (128bit) 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. TIBCO Nimbus Author client The TIBCO Nimbus Client runs within a Citrix session. The connection is established via a Citrix Secure Gateway over a 128bit encrypted ICA encapsulated SSL connection on port 443. The connecting network must allow outbound connections on port 443 to enable a successful connection. Citrix server version: Presentation Server for Windows 4.0 Secured by: Citrix Secure Gateway 3.0 and Web Interface for Metaframe Presentation Server Client Software requirements Each connecting client Author needs to install a `Citrix XenApp Plugin for Hosted Apps. Downloadable from the following location: http://www.citrix.com/english/ss/downloads/results.asp?productid=186 Connection and configuration settings are automatically deployed to the Citrix client through a secure web interface during the log-on process. 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 hosted service - these drives are then available for browsing within the user s session. Licensee Responsibilities 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. Licensee s nominated Hosted Services administrators ( Administrators ) are responsible for removing Users from their TIBCO Nimbus instance. Administrators must advise the TIBCO Support team of user deletions with Administrator or Author privileges prior to their removal. All TIBCO Nimbus system functionality changes, for example system options. TIBCO Support Team will not perform any changes to functionality. Licensee s authorised representative must request all new users or upgrades by email to the TIBCO Support Team. TIBCO Nimbus Service standard Software Build Platform - Microsoft Windows Server 2003 R2 Enterprise Edition - IIS 6.0 - Citrix, Metaframe Presentation Server for Windows 4.0 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 Miscellaneous - Adobe Acrobat 5
Environment Restrictions TIBCO Nimbus installation access Users are restricted to accessing data within their own organisation s TIBCO Nimbus 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. 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. Data Backup and Restores Each hosted 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 14 days, restore requests must be raised as a case to TIBCO Nimbus Customer Support Team within this period. (Between 07:30-17:30 (GMT), Monday to Friday excluding public holidays). Restore procedures are in place to ensure that the correct data is restored to the correct location. Weekly backup sets are written to tape and stored off-site for disaster recovery purposes. The service is provided and managed by Iron Mountain as trusted custodian. The tapes are retained for five weeks. System Availability Maintenance Windows In order to maintain service levels we reserve the following weekly system outages for essential maintenance; Reserved outages (GMT): Saturdays 08:00 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. 6
Scheduled outages (UK TIME): 1 st Saturday of each month 06:30 14:30 This outage window is required to duplicate the virtualised environment for disaster recovery purposes. 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 Hosted Services is available 24 x 7. Disaster Recovery In the unlikely event of disaster recovery TIBCO Nimbus has validated, tested, processes in place to ensure minimum client impact. The TIBCO Nimbus Hosted Service environment is based upon a hardware-independent virtualised infrastructure. Should a disaster occur, virtual servers are on standby at a secure disaster recovery location ready to restore all TIBCO Nimbus Service instances. Disaster recovery expectations are within 48hrs of system failure. Operational Procedures TIBCO Nimbus and Systems Support Support is provided by the TIBCO Nimbus Customer Support Team. 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 Service are defined as per the contracted level of support with the client and maintenance program. 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 instance. Administrators must advise the TIBCO Nimbus Customer Support team of user deletions with Administrator or Author privileges prior to their removal. 7
The client is responsible for all TIBCO Nimbus system functionality changes, for example system options. TIBCO Nimbus Customer Support Team will not perform any changes to functionality. The authorised client representative must request all new users or upgrades by email to the TIBCO Nimbus Customer Support Team. Termination of TIBCO Nimbus Service At the termination of the service TIBCO Nimbus will perform the following actions: The TIBCO Nimbus Service installation decommissioned System access removed Software uninstalled from hosted server TIBCO Nimbus Service installation stored for 60 days (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 Partners 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. Changes to TIBCO Nimbus Service The details of the TIBCO Nimbus service set out in this document may be subject to change without notice, provided that no such change will impact the services for the client. 8