Read on» Service Definition OnBase Cloud Document Management

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1 Service Definition OnBase Cloud Document Management Overview Every day, thousands of organisations across the globe use OnBase by Hyland to manage their content. OnBase is one of the most flexible and easy-to-use enterprise content management (ECM) applications on the market today. Tailored for departments but comprehensive for the enterprise, OnBase Cloud gives you what you need today and grows with your organisation over time, all delivered from a secure, UK-based cloud environment. Hyland, creator of OnBase, pioneered full-service ECM in the cloud in the early 2000s and today the OnBase Cloud serves more than 500 customers in more than 25 countries ranging from small organisations to multi-national industry leaders in industries ranging from finance, to healthcare, to legal. OnBase Cloud Document Management enables organisations to securely scan, classify and store electronic content of virtually any type into our UK-based ECM cloud environment. The intuitive OnBase interface allows stored content to be easily located with related documents. This level of functionality makes the task of storing and searching for content incredibly simple. And, behind the scenes, a comprehensive security structure and full audit trail ensure that information is secure and traceable at all times. 1

2 Solution Overview OnBase Cloud Document Management delivers core Electronic Content Management (ECM) capabilities in the key areas of Capture, Store and Access Capture Store Access The solution enables customers to ingest content in various formats like PDFs, Microsoft Office documents, scanned images and more. This content can be classified against a corporate taxonomy or filing structure to ensure consistent and compliant storage. Additionally, links can be defined between relevant content, such as documents relating to an RFP process. This enables automatic cross-referencing when filing and retrieving content. Searching for content can be as simple or as detailed as the user requires. Fast, keyword-based searching combined with folder-based retrieval is available to all users while more advanced users can create predefined search terms (or queries) for regular content searches. Ensuring the security of content is paramount, so access controls can be placed on all types of content at a system, folder and document level. That way, users only get access to the content that they should, and full audit trail capabilities provide the confidence required to manage that access. 2

3 Information Assurance Hyland holds the OnBase Cloud platform to the highest standards, ensuring data centres are ISO certified, and that all processes are self-audited and SOC 2 externally audited. Maintaining these levels of security and process compliance ensures the OnBase Cloud can be used for managing information in any organisation. The OnBase Cloud is currently accredited at IL0. The data centres hosting the OnBase Cloud are AT&T facilities that are also ISO compliant. These data centres are audited under the SSAE 16 standard and produce both SOC 1 and SOC 3 reports that are available under NDA directly from the data centre. Hyland s Global Cloud Services division requires employees to follow the same strict security processes as stated in our cloud operating policies, including process manuals, disaster recovery plans, deployment checklists and security standards. Separately, the GCS division is periodically audited by an external firm for SOC 2 compliance. In addition to certifications and audits, the OnBase Cloud can coordinate with prospect and customer audit teams for onsite review of our policies and standards, if required. Business Continuity OnBase Cloud solutions are deployed to a primary UK-based data centre containing an environment that is N+1 redundant, eliminating any single point of failure in the architecture. This data centre hosts two data copies. Additionally, OnBase replicates a third copy of customer data to a secondary data centre based in the Netherlands, containing the same toptier technology as the primary data centre. This ensures quick and easy recovery of content in the event of software, system or data centre failure. Secure Communications Customers securely interface with solutions within OnBase Cloud over the Internet to the data centre through SSL (HTTPS). The OnBase Cloud environment accepts only secure communication that is up to AES 265-bit encrypted, and all communication between an end user to the OnBase Cloud solution is encrypted. For batch or automated processes (such as bulk content uploading), data is encrypted while being transferred through SFTP (SSH2 protocol). Hyland is responsible for supporting and securing the OnBase Cloud environment within the data centre. It is the customer s responsibility to maintain: Internet access to the solution for end users Solution-specific configurations within OnBase Installation and maintenance of any software used to access the OnBase Cloud environment Pricing OnBase Document Management Cloud is priced on a per enterprise basis, starting at 1, per month, and an additional one-off provisioning fee of 1, This price level includes 5 concurrent client access licences, the functionality to scan, store and retrieve all content, access to configuration capabilities, and 250GB of storage. Other capabilities can be added to the solution for additional cost. These include, but are not limited to: Workflow/Business Process Management Mobile and tablet device integration Integration to line of business applications Records Management Intelligent Capture Case Management Full details of relevant additional capabilities will be provided during the onboarding process Demonstrations Demonstrations of OnBase are available by arrangement with Hyland Software UK, Ltd. Ordering and Invoicing The service is billed in advance on a monthly basis. Payment is by invoice based on a Purchase Order. Customer Responsibilities Customer responsibilities are fully detailed in the Services Proposal and Solution Specification but may include: Access to relevant resources to enable requirements gathering The provision of access across the Internet to gain access to OnBase Cloud The local installation of any required programs or utilities 3

4 SERVICE MANAGEMENT Onboarding Migrating to any new software solution can be challenging and a cloud solution is no different. However, having deployed over 550 organisations to the OnBase Cloud, Hyland aims to make this as straightforward and transparent as possible. Following an expression of interest in deploying OnBase, Hyland meets with the customer to determine exact requirements and assess relevant implementation services required to configure the solution. A Services proposal will be submitted to the customer. Acceptance of this and a completed order form starts the onboarding process. The customer then receives an OnBase Cloud Welcome Kit, providing an introduction to the OnBase Cloud platform. Support Services Hyland offers a standard maintenance program that includes 24x7 support of all licensed software. There is no guaranteed response time, but Hyland has an 80% resolution rate within the first 48 hours after receiving a call. When a customer contacts Hyland s Technical Support department, the call is directly answered by a technical support analyst, not by a triage or administrative employee. The technical support analyst assigned to the call will handle it through its completion. Hyland also provides customers with numerous opportunities for training and access to extensive documentation for OnBase. Services required include the development of the solution specification and implementation of the solution. Once configured, the solution deploys to the cloud environment and the customer is provided with relevant access details. Monthly fees do not commence until the system is provisioned and accessible online. Off-Boarding In the event that a customer wishes to leave the service, termination is initiated by a customer providing notification to Hyland Software in the form of a PO for Termination. Receipt of the termination notification results in decommission of the customer s solution. Data will be purged from the OnBase Cloud environment within 45 days of a termination of the OnBase Cloud solution. Extraction of customer data can be provided upon receipt of a documented request from the customer. Extraction data will be made available through SFTP and will consist of the raw data files in the format in which they were ingested, together with a data file that includes the metadata for the documents. The data extraction service is provided at a cost of

5 TECHNICAL REQUIREMENTS OnBase helps you manage your content from capture to expire and continually evolves to meet the changing needs of organisations today. Recent changes include providing users with multiple ways to access their information by integrating with various line-of-business applications, extending content and processes to mobile and tablet devices and developing case management solutions. Please take an opportunity to learn more about these options at OnBase.com. Platforms Supported OnBase is supported on both Windows and Macintosh platforms. Microsoft Windows XP Microsoft Vista Microsoft Windows 7 Apple Macintosh OS X The OnBase Unity Client is supported only for use on Microsoft platforms. The OnBase Web Client is supported across multiple web clients on Microsoft and Macintosh platforms. Internet Explorer versions 7, 8 and 9 Firefox version 10 Extended Support Release (ESR) Client Requirements For OnBase client retrieval workstations, the following minimum specifications are recommended: CPU: 2 GHz or faster MEMORY: 1GB or greater (2GB or greater for Vista and later versions of Windows) FREE HARD DISK SPACE: 500 MB VIDEO RESOLUTION: 1280 X 1024 (1440 X 900 widescreen) Pentium GHz or faster (or equivalent) processor Learn more at OnBase.com»