Service Description Hosting<\/h2><\/h1><\/div>Technical solution<\/h2>\n
PROXESS Cloud solutions are based on proven PROXESS software technologies; they are hosted by PROXESS from the data center specified in the order confirmation.<\/p>\n
Depending on the version of the PROXESS solution, a distinction is made between Public Cloud and Private Cloud.<\/p>\n
a) Public Cloud, including complete infrastructure jointly used (tenant-capable)
\nb) Virtual Private Cloud \u2013 dedicated virtual servers<\/p>\n
1. Data Security and Data Availability<\/h2>\n
PROXESS Cloud service is hosted from the data center specified in the order confirmation. The data center is ISO 27001 certified.<\/p>\n
2. Availability<\/h2>\n
PROXESS Cloud solutions are basically available 24 hours a day, every day (24\u00d77).
\nPROXESS Cloud solutions have an average annual availability of 99%,
\nexcept for routine and planned, announced maintenance activities.<\/p>\n
3. Service and Support<\/h2>\n4. Customer\u2019s Points of Contact<\/h2>\n
As part of the on-boarding process, the customer names authorized people in his organization who will be entitled to order fee-based additional options from easy, as well as to order fee-based and \/ or security related services. Such orders or commissions must be submitted as text, e.g. via letter, fax, or e-mail.<\/p>\n
Errors or glitches can be reported by all key users (a maximum of five people) at the customer\u2019s site.<\/p>\n
5. PROXESS Service Desk<\/h2>\n
The PROXESS Service Desk (aka PROXESS Customer Care Center) is the centralized facility for customers (Single Point of Contact). Access routes to the Service Desk are described here: https:\/\/www.proxess.de\/support\/.
\nPROXESS Service Desk staff will accept service requests and incident reports (Incident Management). The service requests and incident reports will be documented, categorized and prioritized as tickets.<\/p>\n
6. PROXESS Service Desk service hours<\/h2>\n
PROXESS Service Desk can be reached Mondays through Fridays from 8:00 a.m. to 6:00 p.m., except on (German public holidays and those specific to the German state of North-Rhine Westphalia), as well as Christmas Eve and New Year\u2019s Eve when Service Desk cannot be reached.<\/p>\n
Outside the service times, the PROXESS Managed Service can be reached by customers with the 24\u00d77 option on the easy emergency number.<\/p>\n
7. Priorities for Troubleshooting<\/h2>\n
When an incident is reported, a so-called ticket will be created. Response times are dependent on the respective ticket priority. Priority assumes values between 1 (highest priority) and 4 (lowest priority). This value results from the two factors of impact and urgency.<\/p>\n
Impact comes in these versions: \u201cHigh\u201d, \u201cMedium\u201d, and \u201cLow\u201d. It describes how important PROXESS service is to the customer\u2019s business processes, and which impairments result from the existing incident.<\/p>\n
Urgency is based on the degree to which the system is still usable:<\/p>\n
Total outage of the entire system (total outage),
\nWork is still possible, but only with tremendous constraints (High)
\nWork is possible with some constraints (Medium)
\nWork is possible with barely noticeable constraints (Low)
\nThe customer will query the values for urgency and impact when creating the ticket; they will be specified with the customer.
\nThe priority of the incident ticket results from impact and urgency as follows:<\/p>\n<\/div>\n
\n\n\nImpact<\/strong><\/td>\nTotal Outage<\/strong><\/td>\nHigh<\/strong><\/td>\nMedium<\/strong><\/td>\nLow<\/strong><\/td>\n<\/tr>\n<\/tbody>\n\n\nHigh<\/td>\n Prio 1<\/td>\n Prio 1<\/td>\n Prio 2<\/td>\n Prio 3<\/td>\n<\/tr>\n \nMedium<\/td>\n Prio 1<\/td>\n Prio 2<\/td>\n Prio 3<\/td>\n Prio 4<\/td>\n<\/tr>\n \nLow<\/td>\n Prio 2<\/td>\n Prio 3<\/td>\n Prio 4<\/td>\n Prio 4<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n8. Response Time with Incidents<\/h2>\n
The time that lapses between opening a ticket and commencement of qualifying processing is defined as the response time. Calculation of that time is performed only within the service hours of the Service Desk. If an incident report arrives outside of these service hours, the guaranteed response time will commence with the following working day.<\/p>\n
The following maximum response times are guaranteed:<\/p>\n<\/div>\n
\n\n\nPriority<\/strong><\/td>\nResponse time<\/strong><\/td>\n<\/tr>\n<\/tbody>\n\n\nPrio 1<\/td>\n 2 hours<\/td>\n<\/tr>\n \nPrio 2<\/td>\n 4 hours<\/td>\n<\/tr>\n \nPrio 3<\/td>\n 1 working day<\/td>\n<\/tr>\n \nPrio 4<\/td>\n 3 working days<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n9. Maintenance Window<\/h2>\n
The respective maintenance windows during which maintenance is carried out are: every day, from 04:00 \u2013 06:00 a.m.
\nMaintenance will be displayed in a timely and appropriate manner.<\/p>\n
10. Cooperation obligations<\/h2>\n
To render an easy archive cloud service, easy depends on specific cooperation by the customer.<\/p>\n
The customer (as the principal) must render the following assistance:<\/p>\n
\n- Naming a major contact person for all technical questions relating to the system<\/li>\n
- Naming up to 3 key users for communication with easy Service Desk<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div>
Technical solution<\/h2>\n
PROXESS Cloud solutions are based on proven PROXESS software technologies; they are hosted by PROXESS from the data center specified in the order confirmation.<\/p>\n
Depending on the version of the PROXESS solution, a distinction is made between Public Cloud and Private Cloud.<\/p>\n
a) Public Cloud, including complete infrastructure jointly used (tenant-capable)
\nb) Virtual Private Cloud \u2013 dedicated virtual servers<\/p>\n
1. Data Security and Data Availability<\/h2>\n
PROXESS Cloud service is hosted from the data center specified in the order confirmation. The data center is ISO 27001 certified.<\/p>\n
2. Availability<\/h2>\n
PROXESS Cloud solutions are basically available 24 hours a day, every day (24\u00d77).
\nPROXESS Cloud solutions have an average annual availability of 99%,
\nexcept for routine and planned, announced maintenance activities.<\/p>\n
3. Service and Support<\/h2>\n4. Customer\u2019s Points of Contact<\/h2>\n
As part of the on-boarding process, the customer names authorized people in his organization who will be entitled to order fee-based additional options from easy, as well as to order fee-based and \/ or security related services. Such orders or commissions must be submitted as text, e.g. via letter, fax, or e-mail.<\/p>\n
Errors or glitches can be reported by all key users (a maximum of five people) at the customer\u2019s site.<\/p>\n
5. PROXESS Service Desk<\/h2>\n
The PROXESS Service Desk (aka PROXESS Customer Care Center) is the centralized facility for customers (Single Point of Contact). Access routes to the Service Desk are described here: https:\/\/www.proxess.de\/support\/.
\nPROXESS Service Desk staff will accept service requests and incident reports (Incident Management). The service requests and incident reports will be documented, categorized and prioritized as tickets.<\/p>\n
6. PROXESS Service Desk service hours<\/h2>\n
PROXESS Service Desk can be reached Mondays through Fridays from 8:00 a.m. to 6:00 p.m., except on (German public holidays and those specific to the German state of North-Rhine Westphalia), as well as Christmas Eve and New Year\u2019s Eve when Service Desk cannot be reached.<\/p>\n
Outside the service times, the PROXESS Managed Service can be reached by customers with the 24\u00d77 option on the easy emergency number.<\/p>\n
7. Priorities for Troubleshooting<\/h2>\n
When an incident is reported, a so-called ticket will be created. Response times are dependent on the respective ticket priority. Priority assumes values between 1 (highest priority) and 4 (lowest priority). This value results from the two factors of impact and urgency.<\/p>\n
Impact comes in these versions: \u201cHigh\u201d, \u201cMedium\u201d, and \u201cLow\u201d. It describes how important PROXESS service is to the customer\u2019s business processes, and which impairments result from the existing incident.<\/p>\n
Urgency is based on the degree to which the system is still usable:<\/p>\n
Total outage of the entire system (total outage),
\nWork is still possible, but only with tremendous constraints (High)
\nWork is possible with some constraints (Medium)
\nWork is possible with barely noticeable constraints (Low)
\nThe customer will query the values for urgency and impact when creating the ticket; they will be specified with the customer.
\nThe priority of the incident ticket results from impact and urgency as follows:<\/p>\n<\/div>\n
Impact<\/strong><\/td>\n| Total Outage<\/strong><\/td>\n | High<\/strong><\/td>\n | Medium<\/strong><\/td>\n | Low<\/strong><\/td>\n<\/tr>\n<\/tbody>\n\n | High<\/td>\n | Prio 1<\/td>\n | Prio 1<\/td>\n | Prio 2<\/td>\n | Prio 3<\/td>\n<\/tr>\n | Medium<\/td>\n | Prio 1<\/td>\n | Prio 2<\/td>\n | Prio 3<\/td>\n | Prio 4<\/td>\n<\/tr>\n | Low<\/td>\n | Prio 2<\/td>\n | Prio 3<\/td>\n | Prio 4<\/td>\n | Prio 4<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n | 8. Response Time with Incidents<\/h2>\nThe time that lapses between opening a ticket and commencement of qualifying processing is defined as the response time. Calculation of that time is performed only within the service hours of the Service Desk. If an incident report arrives outside of these service hours, the guaranteed response time will commence with the following working day.<\/p>\n The following maximum response times are guaranteed:<\/p>\n<\/div>\n
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