Download - Installation Planning Guide - TIBCO Software
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
Cloud Service
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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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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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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.
For phone numbers and further information onservice level agreements.
TIBCO Support Services
Access the TIBCO Community site. TIBCO Community