Application and development management tools as a Service

Application

and

development

management

tools as a

Service

G-Cloud Service

Definition

Founded in 1976, CGI is a global IT and business

process services provider delivering high-quality

business consulting, systems integration and

outsourcing services. With 69,000 professionals in 40

countries, CGI has an industry-leading track record of

on-time, on-budget projects, aligning our teams with

clients’ business strategies to achieve top-to-bottom

line results.

PROPRIETARY AND CONFIDENTIAL

The information contained in this document is confidential to CGI and/or CGI group companies. This document shall not be reproduced in any form or by any mechanical or electronic means, including electronic archival systems, without the prior written approval of CGI. By publishing this document on the CloudStore CGI has given its consent for it to be publicly available however CGI dos not consent to the information contained within the document being copied, modified or reproduced in anyway other than for the purpose of evaluating CGI’s proposition as part of a Customer purchasing process. Please note that the reproduction or the distribution of this document for any other purpose is strictly forbidden. The receiving party may use this document and the information contained in it for the purpose of evaluating CGI’s proposal only.

This proposal proposition is subject to contract and shall not be binding unless and until execution by CGI and the contracting body of a final agreement in relation to the proposal, containing the terms and

conditions that will govern the relationship between the parties. Any final agreement is conditional (inter alia) upon due diligence and customary business investigations where necessary by CGI. The results of such due diligence and/or investigations may impact upon content of this proposition this proposal, including the business structure, business terms and financial arrangements.

If you have received this document by any means other than via the CloudStore, as part of a Customer evaluation process or as a CGI communication mistake note that the reading, the reproduction or the distribution of this document is strictly forbidden. You are hereby requested to inform us by telephone at +44 7739 878 444 and to return this document by special delivery marked for the attention of Simon Telfer.

Except where indicated otherwise or where they are associated to CGI partners, all names, trademarks, logos and brands (registered or not) referred to in this document, are the property of a company in the CGI group or its licensors.

The information in this proposal is submitted in September 2013, Issue 1 on behalf of CGI IT UK Limited. by the following authorised representative:

Simon Telfer

G-Cloud Programme Director CGI IT UK Limited

Seventh Floor, Kings Place, 90 York Way, London, N1 9AG Tel: +44 7739 878 444

Foreword

G-Cloud continues to evolve by introducing new suppliers, technologies and delivery models. At the same time, it is building the confidence of public sector agencies that they can buy and deploy ICT

services and solutions more cheaply and flexibly. It also offers the framework within which suppliers, such as CGI, can invest in building the ICT services which are required to support policy, strategy and digital transformation agendas.

Since our last G-Cloud submission we have made a number of investments to ensure these services are secure, flexible, and relevant to Cloud disciplines from the point of access through to service

delivery. They are fundamental to our offering and they are:

 Secure Government Cloud (SGC) - our new platform to provide the flexible and commercially attractive IaaS which underpin our secure PaaS and SaaS propositions.

 Cyber - our UK Security Operations Cyber Centre will monitor network devices, host systems, endpoints and software services running within the Cloud for internal and external threats.  Mobility – fully managed secure and accreditable tablet solutions which use CESG architecture to

enable efficiencies from transformation of work patterns.

 Service Desk – we are the only supplier to possess five star accreditation from the Service Desk Institute as a result of our continued investment in training, tools and service capabilities.

 Service Integration and Management (SIAM) - enhanced service management capabilities to manage multi-sourced environments and provide seamless outcome based services to users.

 SME Accelerate – our commitment and investment in the development of SMEs, including providing access to our service capabilities to build industrialised and scalable propositions.

 Open Source –CGI global application developer toolkit and templates are based on open source. This will be offered as a SaaS for use across government and G-Cloud suppliers.  Software as a Service – our SaaS portfolio investment ranges from productivity and social

collaboration platforms to enterprise solutions in payroll and back office processes.

These investments combine the innovation of a leading provider of Cloud services to governments across the globe, with the surety of an ICT provider who has been at the heart of UK government for 40

years. Our propositions are described through the Cloud Service Catalogue as illustrated below, which outlines the completeness of our commitment and service accountability across market leading solutions from ourselves, SME community and partners such as Microsoft, Salesforce and Jive.

CGI delivery teams have embraced the principles of Cloud and are continuing to develop our propositions across all capabilities and technologies. Our ambition is epitomised in the e-Carelogic SaaS where we have re-architected a complete integrated health solution to the secure Cloud, bringing the benefits of agility and utility pricing to a historically traditional integrated health record management market.

We look forward to working with public sector customers and suppliers over the next months to develop these themes and strategies which have established G-Cloud as the most exciting, dynamic and accessible ICT framework across the globe.

Table of contents

Foreword ___________________________________________ 3

Overview __________________________________ 6

1

Information assurance ______________________ 13

2

Backup/restore and Disaster Recovery ________ 15

3

On-boarding and Off-boarding _______________ 16

4

Pricing ___________________________________ 17

5

Ordering and invoicing process ______________ 18

6

Service management _______________________ 19

7

Service constraints ________________________ 20

8

Service Levels _____________________________ 21

9

Training __________________________________ 22

10

Termination terms _________________________ 23

11

Data restoration / service migration ___________ 24

12

Consumer responsibilities __________________ 25

13

Technical requirements _____________________ 26

14

Trial service _______________________________ 27

15

A

Appendix A - Screenshots ___________________ 30

Overview

1

#define is CGI's Application Management and Development toolset, designed to support Agile projects and distributed development teams.

The toolset recognises and promotes many of the values described in the Information Principles around the UK government ICT Strategy, making #define an ideal platform for management and control of a variety of information - not just software development.

Now available "as a service", #define is a developer-centric application development and management tool based on a secure collaborative workspace. Key features include:

 a version controlled file archive,

 a fully customisable ticket system and real time task board,  a dynamic wiki,

 a custom report generator and scheduler,  a roadmap for milestone planning,

 and mailing lists with searchable archives.

Supporting real time agile task boards, distributed version control with Git and back end reporting services, #define can help you adopt those fundamental Government Digital Services (GDS) design principles which can benefit from tooling support, including:

 Start with needs (through user story tickets)  Do less (by being delivered Software as a Service)

 Design with data (by providing flexible version control to ease adding and removing experimental features)

 Iterate. Then iterate again. (by making it easier to track many releases)

 Make things open: it makes things better (by allowing the option of public projects, or widely available projects)

This extends to aspects discussed in the Government Service Design Manual; #define supports coding in the open via anonymous-read-only projects, and the version control system applies to both software and other produced artefacts - in line with recommendations to version control all aspects of a project.

https://www.gov.uk/service-manual/making-software/choosing-technology.html#why-we-do-this

maximise developer productivity minimise total cost of ownership avoid lock-in

make it easy for the government to share software that it creates

Built using a core of well-established open source components, #define takes advantage of the quality, robustness and flexibility open source software offers, while minimising cost. Adherence to open standards helps guarantee interoperability, while contributions from a large number of developers collaboratively testing and peer reviewing ensures that any security issues are quickly resolved.

#define is the preferred toolset for thousands of CGI projects across the globe, used for small distributed deliveries to global outsourcing commitments. By promoting standardisation through re-use and

embracing the working practices of distributed development teams in the Open Source community, #define has helped increase productivity and facilitate collaboration. We now offer this toolset as an external service to other organisations as the foundation for a best practice culture that supports agile commitments. The UK Government Greening Strategy encourages the use of such collaboration tools. We can confirm that this proposition either delivers to or supports the principles of Cloud services, including NIST definitions and characteristics.

1.1

Functional

1.1.1

Application Programmable Interface (API)

An XML-RPC and JSON-RPC (over HTTPS) API is available to integrate other tools and systems with #define. This is based on the Open Source 'Trac' API so existing client implementations are publicly available, including Mylyn connectors for the Eclipse IDE. The API is documented within each #define project and describes the call names, arguments, purpose and security permissions which are required. Either human accounts, or restricted 'service accounts' can be used to communicate with the API. Examples for Java, C, Python, JavaScript and C# are available. The API can also be called from shell scripts to ease integration with software build systems. The 'file archive' API is the native Git API.

1.1.2

Version Controlled File Archive

#define promotes the use of version control for source code by including a file archive inside the web interface. Projects can use Subversion as their source code version controller for higher compatibility with legacy tools, or Git, a more modern, distributed version control system.

Project managers can configure read and write permissions to the file archive through access control lists. Files can be downloaded or previewed online using a syntax highlighting source viewer. Developers can increase productivity by using APIs which enable interaction with the file archive inside IDEs such as Visual Studio and Eclipse. Non-technical users can use third party clients to simplify processes and support cross platform usage.

1.1.3

Ticket System

The #define ticket system can be used to document a range of work, from development tasks to contact change negotiations. Teams can create user stories, link related tickets and prioritise the product backlog using the task board. To support the retrospective process and gauge the accuracy of effort estimates, project staff are encouraged to log hours against tickets as they undertake work.

To support the individual requirements of each project, managers can create new ticket types, modify the layout of tickets and add new custom fields. Bespoke workflows can also be requested to replicate working processes and determine the sequential steps tickets should follow. Using the query builder results can be downloaded in a number of formats, including RSS feeds, CSV, OpenDocument and Excel files.

The task board page automatically reflects changes to tickets, making it ideal for display on a large screen which will, in real time, update with an animation as tickets move along a workflow.

1.1.4

Wiki System

Each #define project includes a built in, centralised wiki system that project staff can use to share information. A variety of wiki macros allow each page to be dynamic in nature, retrieving the latest information from other components including the ticket system, version control repository and mailing list archives. Page hierarchies can be used to provide intuitive navigation, productivity increased by drafting templates and aesthetics improved with the use of wiki processers. All modifications are recorded and reversible. To keep project staff updated with the latest changes, email notifications can be sent each time a wiki page is modified. A project member can subscribe to individual pages, or set matches for groups of pages within a hierarchy.

1.1.5

Reporting

The Service Desk can schedule and generate custom reports to support management information and performance analysis. These reports are created using the open source Pentaho ETL system named Kettle. Reports can be stored in the #define file archive or requested and delivered over an API. To support agile projects and track progress during individual sprints, burn down charts are generated for individual milestones.

1.1.6

Planning

#define includes a range of planning features to help manage the wider project, separate releases and iterative development cycles. For example milestones can be created and viewed on the roadmap page. Sprints can be associated with larger releases and tickets assigned to each type of milestone. Problems can be anticipated before they impact deadlines by viewing detailed statistics and charts illustrating ticket and time effort data.

1.1.7

Mailing Lists

Mailing lists inside #define act as discussion boards for particular project teams and an archive of all communications with internal and external parties. The mail archive is fully searchable inside the web interface. Permission models can be configured to restrict posting access based on user groups.

1.1.8

Shared Platform

To support collaboration, re-use and cross functional teams, users can be members of multiple projects. Data (such as wiki content, ticket reports and content from the file archive) can be dynamically imported into wiki pages from other projects using a range of macros with appropriate permissions and

authorisations in place.

Data stored in #define can be exposed to non-technical teams via an associated CGI platform named PrimePortal. Combined with PrimePortal, #define can be used to manage SI and SME mixed team deliveries.

1.2

Non functional

1.2.1

Open Source

#define is built on a range of mature and trusted Open Source components. CGI has enhanced these products to bring additional speed, security and workflow features that are needed for enterprise projects:  Trac (core architecture – we’ve entirely replaced the existing user interface with a modern one)  Apache Subversion and Git (version control backend)

 Red Hat Enterprise Linux 6.x 64bit (operating system)  PostgreSQL (relational database)

 Apache Cassandra (distributed database)  Apache Web Server

 Apache Solr

 Kettle (ETL and reporting)

 Python 2.6 (programming language)  jQuery (JavaScript framework)

All names, trademarks, logos and brands (registered or not) referred to in this section are the property of their respective owners. Reproduction here does not imply endorsement or a relationship with CGI.

1.2.2

Security

#define uses industry standard open protocols and approaches to secure your data. Wire traffic is

encrypted with SSL 3.0 and TLS 1.0 protocols and the Apache, Subversion and Trac logs are stored. CGI have enhanced the Open Source Trac framework, Apache Subversion authz file and Apache HTTP server to provide additional security.

#define is hosted on CGI servers and your content stored in an Internet-facing EU data centre. The data centre is accredited to ISO/IEC 27001:2005 and #define provides separation of multi-tenanted client data. Virtualisation allows your project to be rapidly transferred to a new server if a hardware failure occurs. Firewalls and comprehensive perimeter and penetration monitoring keep your data safe from

1.2.3

Portability

The #define software stack is portable to any Linux operating system, although the current production servers all run Red Hat Enterprise Linux. End users can access the front end service via a web interface using a browser of their choice. We support IE8+, Chrome, Firefox and mobile devices.

1.2.4

Deployment

For new projects without a data migration requirement, we offer a fully automated deployment service. Data migration services are also available (see 4.1 on-boarding)

1.2.5

Scalability

CGI has made a strategic decision to use Open Source technologies that support horizontal scaling such as Apache Cassandra, combined with a data sharing approach. The use of the Cloud architecture and virtualisation enables rapid infrastructure scaling.

1.2.6

Data Store

1.2.7

Information Principles for the UK Public Sector

This platform recognises and promotes many of the values described in the Information Principles around the UK government ICT Strategy, making #define an ideal platform for management and control of a variety of information - not just software development. The following principles are from the ICT Strategy.

1.2.7.1

Principle 1 - Information is a Valued Asset

 #define provides a robust and reliable repository.

1.2.7.2

Principle 2 - Information is Managed

 #define provides ticket workflows to ease change control of your information.

1.2.7.3

Principle 4 - Information is Standardised and Linkable

 #define provides canonical URIs for information (e.g., The URL to a ticket is clear, concise, and does not change.)

 #define provides linking of items (e.g., Tickets can be linked to other tickets - including those in other projects, File archive changes can be linked to tickets, Wiki content is intrinsically linkable.)

1.2.7.4

Principle 5 - Information is Re-used

 #define provides a centralised and version controlled platform which allows you to ensure information has long term value.

Information assurance

2

CGI uses our Management Foundation including our Integrated Management System (IMS) for

information assurance. These IMS processes are independently certified to BS/EN/ISO 9001:2008 and within the UK we additionally have TickITplus certification.

CGI is committed to retaining our current range of UK-based certifications and will extend these to meet client expectations as required.

The CGI Management Foundation design allows incorporation of best practice from across all of our Public Sector and Commercial engagements.

Our accreditations include:

 ISO9001, ISO27001 and ISO20000

 TickITplus, CMMI-Dev+IPPD v1.2 Maturity Level 3 rating

 ISO/IEC 27001:2005 Audit and Certification SSAE 16/ISAE 3402 Attestation  E.U. Data Protection Directive - (95/46/EC)

All information is held at the appropriate security level for the service. Services can be provided at any level from IL0 to IL6.

Information Principles for the UK Public Sector supported and documented?

CGI recognises the UK Public Sector information principles which are fundamental to the efficient and effective delivery of public services. Where we store and manage government information in our G-Cloud services we aim to ensure that it is appropriately protected and available to exploit. Through this we would aim to maintain and, depending on the particular service purchased, enhance the quality of the information stored in a standard manner that enables its re-use. Where the selected services require it, we would engage positively both to support the buyer in the publication of public information and to support them in the access of information by citizens and business.

Government ICT Strategy and Greening Government ICT Strategy supported and documented? The design and delivery of our Cloud-based SaaS offerings is consistent with the principles of the Greening Government ICT Strategy. Scalable, Cloud-based services allow pooling of capacity across multiple customers, reducing overall hardware requirements. These are further reduced through virtualisation, which has delivered up to a 90% reduction in server numbers and power consumption for some of our services. We select modern, energy efficient servers, storage and network hardware and have also invested heavily in improving the energy efficiency of our data centres. This includes initiatives such as free air cooling, aisle containment, power supply upgrades, lighting controls and power

management and monitoring software. In the UK, electricity for our data centres is sourced from

renewables, which is also the case for many of our third party hosting providers. We closely manage the impact of IT hardware throughout its lifecycle, aiming to optimise refresh cycles to balance in-use carbon savings of newer, more efficient hardware against the carbon impact of its manufacture. At end of life, we also ensure responsible disposal through resale or recycling of old hardware wherever possible. Our sustainability performance has won widespread recognition, including our listing on the Carbon Disclosure Leadership Index for four consecutive years and our certification under the Carbon Trust Standard.

2.1

Impact Level (IL) service accredited to hold and

process information

It is intended that the #define service is capable of departmental accreditation up to IL2 for the general SaaS platform delivered out of our European data centres. CGI have a roadmap to provide a future IL3 service over the PSN via the CGI Secure Government Cloud (SGC.) The SGC is IaaS platform hosted in a pair of List X facilities within the UK Sovereign Territory managed according to ISO/IEC 27001:2005. CGI will undertake pan-government security accreditation of the SGC IaaS platform in conjunction with the G-Cloud service.

2.1.1

Where accreditation gained from

Not applicable.

2.2

ISO27001 certification

The overall service is a combined undertaking by CGI Sweden and CGI UK.

CGI Sweden is ISO/IEC 27001:2005 certified by Intertek, Certificate number 120723.

CGI UK's Bridgend facility is BS ISO/IEC 27001:2005 certified by Intertek, Certificate number 21007a. Intertek Certification Limited is a UKAS accredited body under schedule of accreditation no. 014.

2.3

Impact Level (IL) that service may be used

Backup/restore and Disaster Recovery

3

3.1

Backup/restore

The #define system provides version control as a core feature and users can recover previous copies of files themselves without invoking the restore service.

The infrastructure hosting #define includes the backup of file systems and databases which store user-provided content, as mitigation against data corruption or application failure. This backup is once every 24 hours. Backup copies are saved in CGI data centres, separately from the production servers. Users can request backups be performed at other times and archived for longer periods of time. If needed, the client can request a restore of backed up data.

3.2

Disaster Recovery

#define operates in a virtualised environment. In the event of a data centre outage migration to a new location can be completed quickly to minimise disruption.

On-boarding and Off-boarding

4

4.1

On-boarding

CGI have proven and effective on and off boarding skills, tools and methodologies. We have successfully transitioned Public Sector clients onto Cloud infrastructures and services.

For Infrastructure, Platform and Software requirements CGI have transition specialist who bring to bear considerable experience. The transition process is scalable and can be used for all sizes of on-boarding requirements.

For Specialist Cloud Services, CGI will engage directly with the client to ensure the full scope of the requirements is understood and agreed in advance of any engagement. We will work with senior

stakeholders to define the necessary business outcomes and ensure the services are aligned accordingly. For all services CGI understands the client's requirements and make on-boarding specific to these needs, using the experience, lessons learnt and methodology from many years of public sector transition

experience.

CGI welcomes enquiries from you on our #define service. Please contact your CGI Account Manager, or [email protected]. We will engage fully with you to answer any queries you may have with regards to any aspect of the service and on-boarding. During this process, we will confirm require data to be imported from an existing platform. Based on the amount of data you wish to import, we will agree an appropriate work package.

 For new projects that do not require the import of existing data, submission of a confirmed order will trigger an automated process to create a new #define project.

 For customers that have agreed that data should be imported into #define, submission of an order will trigger a notification to us. We will then complete the data migration using the appropriate media, transfer protocols and decryption methods based on the security classification of data. A new #define project will then be created and deployed.

Once the new project has been deployed a confirmation email will then be sent to you. The confirmation email will include links to educational materials. Formal training (including instructor led classroom training) for prospective users is also available at an additional cost.

4.2

Off-boarding

Off-boarding is a process instigated at your request to the G-Cloud #define support team.

In the request you should specify the date you wish to cease using #define. We will reply to acknowledge the termination of the service agreement on the specified date.

The extraction and transfer of all data held in the #define project (file archive, wiki, mailing list and ticket system) will be offered with the price dependant on the activity required. The content will be provided as an SQL file and a Git repository.

On the off-boarding date, access to your #define project will be restricted, and the file archive placed into a read-only state. If you have requested data be extracted, we will commence and complete this process using appropriate media, transfer protocols and encryption methods based on the security classification of the data.

Upon confirmation that you have successfully received all the data it will be removed from our infrastructure and storage devices.

Pricing

5

#define pricing is on a per-seat per-month basis. Additional users can be added to the project by the customer, and will be billed accordingly pro-rata for partial months.

Pricing is not according to usage or transactions, in order to provide a platform which encourages best practices with respect to data centralisation and collaboration.

Fair usage limits apply according to expected use cases and are available on request. Such limits may change over time.

5.1

Standard pricing

Standard price is £25 per month per user, which includes access to all current #define features and components and the Service Desk.

Volume pricing is available, including bundling of the #define SaaS platform as part of a CGI delivery or engagement.

The following types of activities are separately charged, please contact the Service Desk if you are an existing user, or else contact [email protected]:

 Customisations to workflows  Bulk import of data

 Export of data when leaving the service

 Bulk adjustments to your configuration, such as processing a user membership audit Please see our separate SFIA Rate card for further details of our rates.

All prices quotes are excluding VAT. The price is valid for a period of 12 months from the Effective Date of the Framework Agreement. CGI reserves the right to amend the charge after this period.

Prices and Service Descriptions are subject to the G-Cloud IV Supplier Terms and Conditions.

5.2

Service specific pricing

Ordering and invoicing process

6

Direct guidance from Government Digital Services (GDS) on the overall ordering and invoicing process for CloudStore can be found here in the G-Cloud Customer Zone:

http://gcloud.civilservice.gov.uk/customer-zone/

All CGI entries on CloudStore have a pre-agreed contract with Government to supply the service, thereby simplifying and streamlining the procurement process. A full copy of our standard terms and conditions can be found in the CloudStore next to our Service Description Document and these are applicable in conjunction with the GDS Framework Agreement and Call-Off Contract.

Once you have selected the service you require and notified CGI, a CGI Client Account Director will contact you to progress the requirements. The Client Account Director will jointly agree with you the scope and price of the solution. Within the on-boarding we will set up the service and guide you through the necessary contractual steps and procedures. CGI will also supply you with the pre-agreed

Management Information reports on the performance of the service and resolve any issues.

The invoicing procedures will be established at the initiation of the service and CGI will request necessary information including:

 Email address details for the receiver of our invoices  a purchase order number

 Specific billing requirements.

CGI will provide a monthly invoice for all services purchased through the CloudStore which will detail the agreed price. Invoices are payable within 30 days.

All ordering and invoicing for CGI services is via our proven and efficient procedures which have been used extensively for government frameworks. The process is standard across all of our CloudStore service propositions for maximum efficiency.

For ordering CGI services, please contact your CGI Client Account Director or contact us via [email protected].

Service management

7

7.1

Service Desk

A UK operated 5* certified (accreditation from the Service Desk Institute) Service Desk provides the contact point for support and user enquiries, by telephone (0900-1730 UK local time) and email.

7.2

Self-management

Customers are expected to manage many aspects of their #define project themselves. There is a "Project Manager" access level (implemented as a user group). Members of this group can perform the following types of activities:

 Create new ticket types and ticket fields  Create and manage ticket milestones  Create saved queries

 Add new options to drop down lists, such as "version" or "component"  Create new project user groups

 Add/remove users to/from the project/project groups  Set file archive permissions

Some of those activities will be explicitly not performed by the Service Desk, unless requested by a "Project Manager". This is to ensure a user cannot perform an activity (via the Service Desk) they would not otherwise be permitted to perform.

Service constraints

8

8.1

Maintenance Windows

Upgrades and patches are delivered to existing users during a scheduled downtime period. Fourteen days' notice will be given by email prior to any scheduled downtime. This scheduled maintenance window will always take place outside normal working hours (08:00-18:00 Monday-Friday, UK local time).

Service Levels

9

9.1

Performance

Performance will vary according to global and local network conditions, which may be out of the control of CGI. CGI will endeavour to provide a service which is fit for purpose within the scope of our control.

9.2

Availability

The #define service may be usable outside of core hours (0800-1800 UK local time) Monday to Friday, although CGI reserves the right to take the system down during non-working hours for essential maintenance.

9.3

Support hours

Telephone support is available 0900-1730 UK local time, Monday to Friday excluding bank holidays.

9.4

Severity definitions

Incident

Priority Description Example (if applicable)

Critical Total loss of service to all #define

SaaS users _{Web access unavailable}

High Loss of a major service component

to more than one end client. _{Web access unavailable}

Medium Total loss of service to a single

location or end client. _{Web access unavailable}

Low Loss of a major service to a single end user.

Web access unavailable Password reset

9.5

Service level payments

Training

10

We offer an extensive range of training material to ensure the learning curve for users moving to #define is minimised, regardless of their technical experience. These educational resources will assist users to quickly understand how #define works to ensure productivity and efficiency are maximised from the outset:

 User Guide - The #define user guide includes a brief introduction to the interface and features available in #define. Available as a PDF, this is the recommended starting point for new users.  Help Guide - Each project has a built in help guide, which is accessible inside the web interface of

each #define instance. This is a more detailed document than the User Guide, covering technical subjects such as wiki macro syntax and file archive permission model.

 Tour - the #define tour highlights the different features available on each page and offers a high level, user friendly description.

 Training Videos - A range of training videos, focusing both on specific features and wider components of #define, are available. These are a great way to uncover advanced features and shortcuts, which can help minimise the time you spend completing common tasks.

 Formal Training - We also offer interactive sessions via instructor led class room training. With a wealth of experience designing and developing #define, instructors are subject experts who will be happy to answer any technical questions about the service or software. To arrange formal training please contact us for more details.

Termination terms

11

Should a client wish to exit the service entirely a formal Service Request will be required. This will instigate the Off-Boarding processes outlined above. A client specific project will be initiated in order to ensure all data, communication lines, trusts and certificates are correctly managed. This will be

scheduled in agreement between the client and CGI.

Should CGI chose to terminate the service, affected clients will be given at least 6 months’ notice. Please refer to the standard terms and conditions for any further details.

Data restoration / service migration

12

12.1

Data restoration

#define functionality includes the ability for users to restore previous versions of their content as a self-service activity.

12.2

Service migration

Consumer responsibilities

13

13.1

Administration of User Accounts

You are responsible for the administration of user accounts. You will choose who has access to your #define project and must place such users in a membership group with appropriate permission levels. CGI will provide documentation for administrators, and make the Service Desk available to assist with queries.

Technical requirements

14

14.1

Service Dependencies

Port 443 must be open for HTTP over SSL.

The user desktops must be able to fetch web pages from both the #define data centre but also from Amazon CloudFront CDN, which is used to deliver static content which forms part of the #define product. Note that with advance notice, CGI can configure #define to serve this content directly.

A #define end user must appear from the same IP address for the duration of their #define session (e.g., consistent SNAT, sticky load balancing on proxy servers, and so on.)

If users wish to use mailing lists or the wiki/ticket notification system, they must be able to receive email.

14.2

Client Side Requirements

The only client-side requirement is that users have access to a modern web browser. We test and support IE 8+, Firefox and Chrome to ensure a user friendly experience. To interact with file archives outside the web interface users can install and use Git clients.

14.3

Bandwidth/Latency Requirements

We recommend a connection with bandwidth of 100 to 500 kilobits per second (for teams of 1-10 users). For teams performing Git checkouts, we recommend latency of 100 milliseconds or less.

Trial service

15

CGI is able to offer #define on a trial basis to prospective clients. This trial will be for a fixed time period of one week unless otherwise agreed. Such a trial will involve a new #define project with no offer of a data migration from an existing platform and no service desk support. The file archive will have a 100MB limit. Our EU data centre would be used. Please contact your CGI Account Director or [email protected] for further details.

Appendix contents