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TIBCO Nimbus™ Cloud Service Table of Contents

Intro.d...u..c..t..i.o...n...... 5 Term..s. .o...f. .U...s..e...... 5 Servi.c..e.. .O....v..e..r..v..i.e...w...... 5 Servi.c..e.. .E...n..v...i.r.o...n...m...e...n..t...... 6 Pri.m....a..r..y.. .D...a...t.a.. .C...e..n...t.r..e...... 6 Dis..a..s..t..e..r.. .R..e...c..o..v..e...r.y... .D...a..t.a... .C..e..n...t.r..e...... 6 Servi.c..e.. .A...r..c..h..i..t.e...c..t.u...r.e...... 6 Servi.c..e.. .A...c..c..e...s.s...... 6 En.t.e...r.p...r..i.s..e.. .S..e..r..v..e...r. .(..w...e...b.. .b...a..s..e..d... .a..c..c..e..s..s..)...... 7 Cli.e..n..t.. .S..o...f.t..w...a..r..e.. .r..e..q...u..i.r..e..m....e..n...t.s...... 7 File... .T..r..a..n..s..f..e..r.. .b..e...t.w....e..e..n... .E..n..v...i.r.o...n..m....e..n...t.s...... 7 Licen..s.e...e.. .R...e..s..p...o..n...s..i.b..i..l.i.t..i.e..s...... 7 Cloud... .S..e...r.v..i..c..e.. .S..t..a..n...d..a...r.d... .S..o...f.t..w...a...r.e... .B..u...i.l.d...... 8 Pla..t.f..o..r..m...... 8 TIB..C...O... .N...i.m....b..u...s.. .s..o..f..t.w....a..r..e...... 8 Envir.o...n...m...e...n..t.. .R...e..s..t.r..i.c..t..i.o...n..s...... 8 TIB..C...O... .N...i.m....b..u...s.. .i.n..s..t..a..l.l.a..t..i.o..n... .a..c..c..e..s..s...... 8 Int..e..r..n..e..t.. .a..c..c..e..s..s.. .v...i.a.. .C..i.t..r..i.x...... 8 Da.t..a.. .B...a..c..k..u...p...... 8 Syste..m... .A...v..a...i.l.a...b..i.l..i.t.y...... 9 Ma..i.n...t.e...n..a..n...c..e.. .W....i.n...d..o...w...s...... 9 Sy.s..t.e..m.... .A...c..c..e..s..s...... 9 Disas..t.e...r. .R...e..c..o...v..e..r..y...... 9 Oper.a...t.i.o...n...a..l. .P...r.o...c..e..d...u..r..e..s...... 9 TIB..C...O... .N...i.m....b..u...s.. .C..l.o...u..d... .a..n...d.. .S..y...s..t.e..m....s.. .S..u...p..p...o..r..t...... 9

TIBCO Nimbus™ Cloud Service Term....i.n..a...t.i..o..n... .o..f.. .T..I.B...C...O... .N...i.m....b...u..s.. .C...l.o..u...d... .S..e..r..v..i.c..e...... 10 TIBC..O... .N....i.m....b..u...s.. .S..u..p...p...o..r..t...... 10

TIBCO Nimbus™ Cloud Service Cloud Service

Introduction

Target Audience The intended audience for this Cloud Service Guide is: Business process owners, Enterprise architects and IT administrators.

About the Cloud Service This purpose of this guide is to provide general service information. This does not include service level agreement information or contractual elements.

About TIBCO Nimbus TIBCO Nimbus is a process management mapping application that allows corporate information to be presented 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 and essential to fulfil their role. Maps are a collection of diagrams created by process authors. A map is initially created as a draft version until it is promoted to a master. Maps may also comprise a number of scenarios. Access rights can be assigned to individual users and groups, allowing or preventing access to an entire map or parts of a map. Continuous improvement to processes is achieved through a number of collaboration features. Acknowledgement requests ensure users are aware of process content that affects their roles. Reviews ensure that content is kept up-to-date. Feedback and change requests allow users to suggest improvements. Users can also be notified when content changes through the use of subscriptions. Statement sets are a hierarchical set of regulatory and auditable statements that ensure compliance to specific business and legal requirements, such as ISO 9000/12001/17799, CMMi, internal company policies, 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 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 (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 (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

· 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.

TIBCO Nimbus™ Cloud Service Page 8 Cloud Service

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 – 12:00 Wednesdays 12:00 – 13:00

These outages will only be taken when maintenance work is required; they will be minimized to avoid operational disruption and maximize service availability. Specific notification periods will depend upon the reason for the outage, however TIBCO Nimbus will use commercially reasonable endeavors to provide 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 will depend 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. TIBCO Support is an online resource where you can log cases directly, 24 hours a day, 7 days a week. You can 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 have [email protected] not yet registered for an account please email.

For phone numbers and further information on TIBCO Support Services service level agreements.

Access the TIBCO Community site. TIBCO Community

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