TIBCO Nimbus

Cloud Service

™

Software Release 10.2.0November 2017

Important Information

TIBCO Nimbus™ Cloud Service

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TIBCO Nimbus™ Cloud Service

Table of Contents

......................................................................................................................... 5Introduction

......................................................................................................................... 5Terms of Use

......................................................................................................................... 5Service Overview

......................................................................................................................... 6Service Environment

................................................................................................................................................... 6Primary Data Centre

................................................................................................................................................... 6Disaster Recovery Data Centre

......................................................................................................................... 6Service Architecture

......................................................................................................................... 6Service Access

................................................................................................................................................... 7Enterprise Server (web based access)

................................................................................................................................................... 7Client Software requirements

................................................................................................................................................... 7File Transfer between Environments

......................................................................................................................... 7Licensee Responsibilities

......................................................................................................................... 8Cloud Service Standard Software Build

................................................................................................................................................... 8Platform

................................................................................................................................................... 8TIBCO Nimbus software

......................................................................................................................... 8Environment Restrictions

................................................................................................................................................... 8TIBCO Nimbus installation access

................................................................................................................................................... 8Internet access via Citrix

................................................................................................................................................... 8Data Backup

......................................................................................................................... 9System Availability

................................................................................................................................................... 9Maintenance Windows

................................................................................................................................................... 9System Access

......................................................................................................................... 9Disaster Recovery

......................................................................................................................... 9Operational Procedures

................................................................................................................................................... 9TIBCO Nimbus Cloud and Systems Support

TIBCO Nimbus™ Cloud Service

......................................................................................................................... 10Termination of TIBCO Nimbus Cloud Service

......................................................................................................................... 10TIBCO Nimbus Support

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Introduction

Target Audience

The intended audience for this Cloud Service Guide is: Business process owners, Enterprise architectsand IT administrators.

About the Cloud Service

This purpose of this guide is to provide general service information. This does not include servicelevel agreement information or contractual elements.

About TIBCO Nimbus

TIBCO Nimbus is a process management mapping application that allows corporate information to bepresented graphically and hierarchically in the form of maps and diagrams. It provides a simple user-interface that enables any employee within an organization to access information that is relevant andessential to fulfil their role.

Maps are a collection of diagrams created by process authors. A map is initially created as a draftversion until it is promoted to a master. Maps may also comprise a number of scenarios. Access rightscan be assigned to individual users and groups, allowing or preventing access to an entire map orparts of a map. Continuous improvement to processes is achieved through a number of collaborationfeatures. Acknowledgement requests ensure users are aware of process content that affects theirroles. Reviews ensure that content is kept up-to-date. Feedback and change requests allow users tosuggest improvements. Users can also be notified when content changes through the use ofsubscriptions.

Statement sets are a hierarchical set of regulatory and auditable statements that ensure complianceto specific business and legal requirements, such as ISO 9000/12001/17799, CMMi, internal companypolicies, etc. Statements can be linked to activities that are related to compliance and governance.

Terms of Use

This document is for information only. It is not contractually binding and may be subject to change

without notice, provided that no such change will negatively impact the services for the client.

You accept the terms of use located at the following URL by continuing to read this documentation

http://www.tibco.com/company/termsofuse

Service Overview

The TIBCO Nimbus Cloud Service offers the hosting of TIBCO Nimbus software on systems configured,

supported and maintained by TIBCO.

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Page 6TIBCO Nimbus™ Cloud Service

The service provides an environment for use by TIBCO Nimbus clients that choose not to install TIBCO

Nimbus locally, i.e. for deployment and flexibility reasons.

The TIBCO Nimbus Cloud Service publishes TIBCO Nimbus software via the internet using two

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 Cloud Service.

Service Environment

Primary Data Centre

The TIBCO Nimbus Cloud Service is run from a data centre within the EU. This is operated by Amazon

Web Services (AWS) at its Dublin site.

Disaster Recovery Data Centre

In the event of a service failure that requires recovery, there is a disaster recovery procedure that will

transition the service to a DR service 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.

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

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

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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.

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 encrypted using TLS on port 443.

TIBCO Nimbus will provide clients with a connecting URL upon service commencement.

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 comment during the

log-on process.

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 Cloud Service - these drives are then available for

browsing within the user’s session.

Licensee Responsibilities

· Ensuring that one or more nominated points of contact are known for issuing service

notifications and that all contact details are correct and up to date.

· Licensee’s nominated Nimbus Cloud Service administrators (“Administrators”) are responsible

for removing Users from their TIBCO Nimbus Cloud instance. Administrators must request that

TIBCO Nimbus Support removes Administrator or Author accounts.

· All TIBCO Nimbus Cloud system options changes.

· Licensee’s authorized representative must request all new users or upgrades via TIBCO

Nimbus Support.

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Cloud Service Standard Software Build

Platform

· Microsoft Windows Server 2012R2

· IIS 8

· Citrix XenApp 6.5.

TIBCO Nimbus software

· TIBCO Nimbus Authoring Client· TIBCO Nimbus Enterprise Server

· TIBCO Nimbus Action Server:

· E-mail service

· Office integration service

· LDAP service (as required)

· TIBCO Nimbus Business Intelligence server

· TIBCO Nimbus Batch Server

Environment Restrictions

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.

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

Each instance of TIBCO Nimbus is backed up nightly. 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 logged with TIBCO Nimbus Support.

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System Availability

Maintenance Windows

In order to maintain service levels we reserve the following weekly system outages for essential

maintenance:

Reserved outages (GMT):Saturdays 06:00 – 12:00Wednesdays 12:00 – 13:00

These outages will only be taken when maintenance work is required; they will be minimized to avoidoperational disruption and maximize service availability. Specific notification periods will depend uponthe reason for the outage, however TIBCO Nimbus will use commercially reasonable endeavors toprovide one working days notice of using a reserved outage window.

System Access

With the exception of scheduled and reserved outages as outlined above, the service availability willdepend upon service level and contractual agreements.

More information relating to this can be found at the following location:http://www.tibco.com/multimedia/tibco-end-user-license-agreement

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 Cloud Service environment is based upon a

hardware-independent virtualised infrastructure. Should a disaster occur, virtual servers will be

provided at an alternate AWS site ready to restore all TIBCO Nimbus Cloud Service instances.

Disaster recovery expectations are within 48hrs of system failure.

Operational Procedures

TIBCO Nimbus Cloud and Systems Support

Support is provided by TIBCO Nimbus Support. 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 Cloud Service are defined as per the contracted level of support with the client and

maintenance program.

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Page 10TIBCO Nimbus™ Cloud Service

Termination of TIBCO Nimbus Cloud Service

At the termination of the service TIBCO Nimbus will perform the following actions:

· TIBCO Nimbus Cloud Service installation decommissioning

· System access removal

· Software uninstalled from TIBCO Nimbus Cloud Server

· TIBCO Nimbus Cloud Service installation data 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 policy.

The client may however request that TIBCO 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 reserves the right to refuse to hold this

data for periods greater than 60 days; if requested TIBCO 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 and TIBCO can assist in the migration as part of agreed and

paid for (time and materials) consultancy services.

TIBCO Nimbus Support

Contact Details

Our specialized team are on hand to provide assistance with the TIBCO Nimbus product. TIBCOSupport is an online resource where you can log cases directly, 24 hours a day, 7 days a week. Youcan also view updates on current cases and search the TIBCO Nimbus Knowledge Base.

Use the links below to access the relevant service.

Requirement Contact Details

To register for a TIBCO Support account. Request an account for TIBCO Support

To log in to TIBCO Support. support.tibco.com

If your support issue is urgent and you havenot yet registered for an account please email.

support@tibco.com

For phone numbers and further information onservice level agreements.

TIBCO Support Services

Access the TIBCO Community site. TIBCO Community