Cloud Service

™

Software Release 10.0.0November 2016

TIBCO Nimbus

Important Information

TIBCO Nimbus™ Cloud Service

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

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THE SOFTWARE (AND WHICH IS DUPLICATED IN THE LICENSE FILE) OR IF THERE IS NO SUCH SOFTWARE LICENSE AGREEMENT

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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.

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document may be reproduced in any form w ithout the w ritten authorization of TIBCO Softw are Inc.

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mentioned for identif ication 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.

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DOCUMENTATION WHICH ACCOMPANIES THIS SOFTWARE, INCLUDING BUT NOT LIMITED TO ANY RELEASE NOTES AND "READ

ME" FILES.

Copyright © 1997-2016 TIBCO Softw are Inc. ALL RIGHTS RESERVED.

TIBCO Softw are Inc. Confidential Information

3Contents

TIBCO Nimbus™ Cloud Service

Table of Contents

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

......................................................................................................................... 6Service Overview

......................................................................................................................... 7Service Environment

......................................................................................................................... 7Primary Data Centre

......................................................................................................................... 7Disaster Recovery Data Centre

......................................................................................................................... 8Service Architecture

......................................................................................................................... 9Service Access

......................................................................................................................... 9Enterprise Server (web based access)

......................................................................................................................... 9TIBCO Nimbus Author Client

......................................................................................................................... 9Client Software requirements

......................................................................................................................... 9File Transfer between Environments

......................................................................................................................... 10Licensee Responsibilities

......................................................................................................................... 11Cloud Service Standard Software Build

......................................................................................................................... 11Platform

......................................................................................................................... 11TIBCO Nimbus software

......................................................................................................................... 12Environment Restrictions

......................................................................................................................... 12TIBCO Nimbus installation access

......................................................................................................................... 12Internet access via Citrix

......................................................................................................................... 12Data Backup

......................................................................................................................... 13System Availability

......................................................................................................................... 13Maintenance Windows

......................................................................................................................... 13System Access

......................................................................................................................... 14Disaster Recovery

......................................................................................................................... 15Operational Procedures

......................................................................................................................... 15TIBCO Nimbus Cloud and Systems Support

......................................................................................................................... 15Client Duties

......................................................................................................................... 16Termination of TIBCO Nimbus Cloud Service

......................................................................................................................... 17Changes to TIBCO Nimbus Cloud Service

4

TIBCO Nimbus™ Cloud Service

5Cloud Service

TIBCO Nimbus™ Cloud Service

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 Cloud Service

TIBCO Nimbus™ Cloud Service

Service Overview

The TIBCO Nimbus Cloud Service 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 Cloud 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

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.

7Cloud Service

TIBCO Nimbus™ Cloud Service

Service Environment

3.1 Primary Data Centre

The TIBCO Nimbus Cloud Service 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 Cloud Service

TIBCO Nimbus™ Cloud Service

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

9Cloud Service

TIBCO Nimbus™ Cloud Service

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 Cloud Service - these drives are then available for browsing within

the user’s session.

10 Cloud Service

TIBCO Nimbus™ Cloud Service

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 Cloud Service 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.

11Cloud Service

TIBCO Nimbus™ Cloud Service

Cloud Service 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 Cloud Service

TIBCO Nimbus™ Cloud Service

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.

13Cloud Service

TIBCO Nimbus™ Cloud Service

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 – 12:00Wednesdays 12:00 – 13:00

These outages will only be taken when maintenance work is required; they shall be minimised to avoidoperational disruption and maximize service availability. TIBCO Nimbus will use commercially reasonableendeavours to ensure a minimum of one working days’ notice will be given of our intention to use a reservedoutage window.

9.2 System Access

With the exception of scheduled and reserved outages as outlined above, TIBCO Nimbus shall usecommercially reasonable endeavours to ensure that the access to the Nimbus Cloud Services is available 24 x7.

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 Cloud Service

TIBCO Nimbus™ Cloud Service

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 are on standby at an alternate AWS site

ready to restore all TIBCO Nimbus Cloud Service instances.

Disaster recovery expectations are within 48hrs of system failure.

15Cloud Service

TIBCO Nimbus™ Cloud Service

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 Cloud Service 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 Cloud Service

TIBCO 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 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.

17Cloud Service

TIBCO Nimbus™ Cloud Service

Changes to TIBCO Nimbus Cloud Service

The details of the TIBCO Nimbus Cloud Service 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.