SharePoint based Records Management
Solution
•
Lot 3: Software as a Service
The contents of this document are the sole and exclusive property of Tech
Mahindra. They may not be disclosed to any third party, copied or reproduced in
any form or used for any purpose, other than that for which they were provided,
without the express permission of Tech Mahindra. All other company, product
names, logos and brands are trademarks of their respective owners.
Copyright © 2012
Records Management Service Definition
Statement of Confidentiality
This Documentation is the proprietary information of Tech Mahindra (TECHM).
This documentation is confidential. It may only be distributed by TechM. It must not be copied,
distributed, or reproduced, in whole or in part, by any process, without the express written consent of
TechM.
The information provided in this Records Management Service Definition document and the Award
Questionnaire.xls (Attachment 5) is indicative and would be finalized during the contract agreement
stage based on the specific services to be provisioned.
Service Definition-Records Management
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Table of Contents
1
Description of Records Management Service (SaaS) ......................................................... 1-4
2
Service Features............................................................................................................................ 2-6
2.1
Service Access methods ............................................................................................................. 2-6
2.2
Browser Support ........................................................................................................................ 2-6
2.3
Mobile Support .......................................................................................................................... 2-6
2.4
Site Language ............................................................................................................................. 2-6
2.5
Platform ..................................................................................................................................... 2-6
2.6
Security ...................................................................................................................................... 2-7
2.7
Data ownership .......................................................................................................................... 2-7
3
Prerequisites and Records Management Service Constraints ......................................... 3-8
3.1
Prerequisites .............................................................................................................................. 3-8
3.2
Records Management Service Constraints ................................................................................ 3-8
4
Information Assurance ................................................................................................................ 4-9
5
Backup/restore and Disaster recovery .................................................................................. 5-10
6
Service Availability ..................................................................................................................... 6-11
7
Support .......................................................................................................................................... 7-12
8
On- boarding and Off-Boarding Process / Data Extraction ............................................. 8-13
9
Service Management .................................................................................................................. 9-14
10
Service Migration .................................................................................................................. 10-15
11
Training .................................................................................................................................... 11-15
12
Trial Services.......................................................................................................................... 12-15
13
Pricing and Commercials.................................................................................................... 13-16
14
Financial Recompense model ........................................................................................... 14-17
15
Ordering and invoicing process ....................................................................................... 15-18
16
Termination Terms................................................................................................................ 16-18
Service Definition-Records Management
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1
Description of Records Management Service (SaaS)
To provide the full-edged Records Management functionality, TechM has developed a cloud based
Records Management service. It enables the organizations to on-board business units, individual users
and department wise content types. It also allows the users to Declare / re-declare the documents as
records and store it in central repository, track the business transactions/evidences etc. This service
provides following functionalities.
File Plan Management: The solution provides a ready to use file plan template which enables the
administrators to on-board the new records code based on business groups and content types.
Life Cycle Management: The solution provides end-to-end automation of records life cycle management
and it allows the users to easily declare the record and send it to the record center. It also provides the
facility to hold / un-hold, re-declare delete the records
Report Management: To ensure that the record can be accepted as evidence in a court, it is important
for the organization to track the authenticity of the record. The solution allows the administrators to
track various activities by using detailed static reports. Solution provides various reports such as file plan
change, record movement, incorrectly deleted records etc.
Record Identity Management: The solution maintains the identity of the record in the metadata fields.
The solution maintains the unique identifier for every record and stores information related to business
function, creator, creation time, registration date/time and metadata related to the business
transaction.
3rd party integration: Records Management service will provide the ability to integrate with shared
drives and Outlook. Users can directly declare the documents from Shared drives and emails from
outlook as records.
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Some of the compelling benefits of adopting Records Management are:
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Automated Record Life cycle management
Identity and Authenticity Management
Enhanced Retention workflows
Based on industry standard and predefined Record
Management processes
User friendly Reports
Multi-Lingual support
Multitenant solution
As a part of the service, organizations / users will get following:

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Records Management site repository to manage the end-to-end record life cycle
Self-care system for the Record Center administrators of the enterprises to onboard the users
1 GB of data / user
Records Management service will be delivered as a fully managed solution with professional support.
With a guaranteed service level and predictable monthly costs, the TCO can be significantly lowered for
your Records Management needs.
Records Management solution is available in two editions: With and without dashboards. Both the
options are priced per user per month plus 1 GB of storage per user. Users will be billed on monthly
basis. There are multiple benefits of getting the service from TechM, which are as follows

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Secure system that is delivered from ISO27001 accredited Tier 3+ data centers
Predictable monthly OpEx spend that scales with the company growth
“Just in Time” scale for capacity, storage and incremental user growth, which allows to maximize the
utilization of the service without upfront CapEx investment
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2
Service Features
2.1 Service Access methods
Users can access the Records Management service by using the URL on supported web browser
2.2 Browser Support
Following Browsers are supported by Records Management service.
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Internet Explorer 7
Internet Explorer 8
Internet Explorer 9
The following browsers can also be used; however, functionality may be limited for some tasks:
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Firefox 3
Safari 3.1.2 (with Macintosh OS X 10.5)
Chrome
2.3 Mobile Support
Records Management service can be accessed on Mobile device. It can be rendered on mobile devices
with default look and feel. Custom look and feel can also be implemented and is subject to a
professional service charge. Scope and the pricing for the same can be finalized during the contract
phase.
2.4 Site Language
Record Management service currently supports English and French languages only. Support for
additional languages can be provided and is subject to a professional service charge. Scope and the
pricing for the same can be finalized during the contract phase.
2.5 Platform
The Record management service is based upon Microsoft SharePoint 2010 with hosting mode
prescribed architecture. The platform contains no single point of failure and consists of clustered
Microsoft Windows Server 2008 R2 and Microsoft Office SharePoint Server 2010.
This model offers the following advantages:
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24/7 proactive server and management with sophisticated monitoring tools including Microsoft
System Center
Change Management and Capacity Management processes and systems ensure robust, reliable and
consistent service performance.
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Service delivered from multiple Tier 3+ ISO27001:2005 accredited datacenters which includes
multiple internet feeds with automatic BGP redundancy, uninterruptable power supplies, fire
suppression systems and 24/7 manned security.
The architecture is optimized for performance, non-disruptive maintenance and service reliability
providing the highest availability and maximum data security.
2.6 Security
The underlying SharePoint 2010 is controlled by our ISO27001:2005 Information Security Management
System policies and procedures:
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The multi-tenanted security features of Microsoft SharePoint Server 2010 in hosting mode and
Active Directory ensure that customer data is secured with permissions and groups for their
organization only. No other customer has permissions or can see or access any other customer’s
data
The network security at the datacenters is fronted by multiple resilient firewalls. Security
procedures involve advanced monitoring of network traffic, router loading and application behavior
State-of-the-art datacenters are managed on a 24/7 basis by a dedicated operations team to ensure
maximum reliability, system redundancy and high fault tolerance
Customer definable strong password policies
2048-bit SSL encryption of all service communication traffic for maximum security. Charges for any
SSL certificate will be extra. Pricing for the same can be finalized during the contract phase.
2.7 Data ownership
At all times the data stored within the service is the property of the customer. In the case of service
termination, the data can be provided to the customer on DVD or other Portable Digital Media and is
subject to a professional service charge.
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3
Prerequisites and Records Management Service Constraints
3.1 Prerequisites
•
•
•
Each user needs to have a high speed broadband to upload and download the documents.
Required browser (IE 7 and above) for using the Records Management service, and other required
client SWs for viewing the data / documents needs to be installed on individual client machines.
Anti-virus needs to be installed on each user’s machine. Documents which user wants to upload
needs to be virus free. TechM will not be responsible for any problems / losses arising out of the
virus affected data.
3.2 Records Management Service Constraints
Currently, no customization is allowed on top of Records Management service. TechM shall work with
its customers to incorporate any additional functionality (Branding, implementation of additional
functionality) or services which can be custom build for UK Government Organizations on professional
services model.
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4
Information Assurance
TECHM proposes its Records Management service for SaaS Lot 3. This service would qualify under
Impact Level 1-2. Also Records Management is based is based on SharePoint’s robust Platform and it
will be hosted on Tier 3+ ISO27001:2005 accredited datacenters located across Europe.
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5
Backup/restore and Disaster recovery
Full back-up is performed by service provider on weekly basis. Backups are performed for disaster
recovery purposes only. If data loss is caused by the user it can be restored but will be charged
separately according to valid price list.
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Service Availability
Service Level agreement, service metrics and expected performance (response speed, uptime etc.)
would be based on multiple factors and can be defined for customers based on their unique
requirements. At minimum customer will get following service availability:
Availability – Service Availability is defined as the ability to pass incoming and outgoing TCP/IP traffic
through Service Provider network to/from the IP transit provider (Internet backbone) and the ability of a
user with active SharePoint 2010 service subscription to (a) access and retrieve information from the
customer’s Records Management service instance.
Services availability level target is 99.9%, measured on a monthly basis, 24 hours per day, 365 days per
year, excluding Scheduled Maintenance, Emergency Maintenance and Force Majeure Events.
Scheduled Maintenance - All scheduled maintenance activities will only be executed during following
maintenance windows:
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Every Saturday-Sunday night between 23:00 and 03:00 (CET time zone) - Maintenance activities
include implementation of hardware and software changes, deployment of patches, upgrades, fixes.
Every Wednesday-Thursday between 23:00 and 03:00 (CET time zone) - Maintenance activities
include only implementation of software changes, deployment of patches, fixes.
When Scheduled Maintenance is expected to cause Services downtime, TechM will provide
notification to customer by email at least 24 hours in advance of the Scheduled Maintenance
window.
Emergency Maintenance may be conducted at any time that TechM deems the scope of the
maintenance urgent enough to warrant immediate action.
Emergency Maintenance includes implementation of critical patches, upgrades and fixes which are
defined as critical security patches from Microsoft (or other vendors) and are recommended by such
vendors to be implemented immediately as software/hardware modifications that repair or prevent
Services impairing situations. These emergency procedures will be scheduled at any time. TechM
will inform the customer with prior email notice.
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Support
Support hours - TechM will provide 8*5 support from offshore during UK time. User will raise a query /
request through e-mail. TECHM as an additional charged service can provide 24*7 support to assist
users for Records Management services.
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On- boarding and Off-Boarding Process / Data Extraction
This section provides the indicative view of on-boarding and off-boarding process the complete and
detailed on-boarding and off boarding process would be defined during the contractual agreement
phase.
On-Boarding Process – Below is the user on-boarding process
1)
2)
3)
4)
User will decide to purchase the Records management Service from TechM.
User will sign a “Call-off agreement” with TechM.
User will issue a purchase Order for the desired no. of users.
TechM support person will onboard the customer organization by creating a Records Center site on
SharePoint
5) As per user’s request, one (1) Administrator user and other required number users are on-boarded /
created and appropriate permissions are assigned to the users.
6) Once the users are on-boarded, following activities will be performed by the customer’s Records
Center administrator to make the Records Center site active and usable
i.
Creation of Records Codes / Content Types
ii.
Creation of Additional Metadata
iii.
Creation of file plan
iv.
Creation of Records Libraries, folders
v.
On-boarding the additional Users as per the requirement
vi.
Train the users on Records management functionality
vii.
Remove / off-board the users
viii.
Monitor the data usage of each user
Off Boarding process: Below is the user off-boarding process
1) Customer will request to decrease user subscription OR discontinue the entire service.
2) Records Canter administrator will manually download / migrate all the data / documents uploaded
on Records Center. Data can also be provided to the customer on DVD or other Portable Digital
Media and is subject to a professional service charge. (If reequested by customer, additional data
migration support can be povided by TechM and is subject to a professional service charges. Scope
and the pricing for the same can be finalized during the contract phase.)
3) Records Center site for that particular customer will be decommissioned by TechM.
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Service Management
TechM follows a structured approach to ensure quick provisioning of the services. Initial organization
on-boarding will be done by TechM. As a part of onboarding process, Record center site for that
particular organization will be created and Record Center Steward will be on-boarded. For onboarding
the additional users the organization will get the self service module on top of Record Management. By
using this module, additional users can be commissioned on to the Records Canter.
During the service lifecycle, there are different activities which will be performed by TechM as well as
the end customer. Below table indicates the various activities which will be / need to be performed by
both the stakeholders for managing this service.
Service
Management
Activities
Initial
onboarding of the
Organization
Description
Owner
As a part of onboarding process, Record center site for that particular
organization will be created and Record Center Steward will be onboarded.
TechM
Additional user
On-boarding
If additional users need to be on-boarded then Customer’s Records center
steward will create / on-board the users on Records Center and assign the
appropriate permissions to them.
End
Customer
Creating
Structure
Site
Based on the customer requirements, Records center administrator will
create the document libraries, folder structure etc.
End
Customer
File
Plan
Management
Once the site is created, Records center steward will create the content
types and create the file Plan ( Addition of Records type, associating the
content types and assigning the retention policy)
End
Customer
Routing
rule
Management
Once the Records types and content types are on-boarded the Records
center steward will be able to define the routing rules for the same
End
Customer
Data
management
Once all the prerequisites are met, users will be able to upload /
download the documents
End
Customer
Monitoring the
overall solution
Customer’s Records center steward will be able to manage the overall
record center by using the static reports provided in Records Center
End
Customer
Off-boarding
the users
If the customer asks for decreasing the user subscription then users will
be removed from the Records Center by TechM Support team
TechM
Decommissioni
ng the service
If the customer asks for decommissioning of entire service then the
records center site for that customer will be decommissioned by TechM
Support team
TechM
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10 Service Migration
No data migration tool for uploading / migrating the data is currently proposed. But TechM can provide
the data migration services and migration tools based on the amount of data to be migrated.
11 Training
TechM will provide comprehensive user and admin guides along with Records Management service
subscription. These guides can be used by customer’s Records Center administrators to train the other
users. If any additional training is required then TechM can provide it on professional services model.
12 Trial Services
An online demo of Records Management can be set up for users to understand the feature capability of
the solution.
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13 Pricing and Commercials
TECHM is proposing following prices for the below user slabs.
Seats
500
1000
2500
5000
10000
30000
Records Management service Price per seat
14.8
per month
13.3
12.6
12.0
11.7
11.2
Notes
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All prices are in Euros.
Above prices are exclusive of any Taxes, duties etc.
If pricing is required in any currency other than Euros, then the prices will change depending upon
the exchange rates at the time of contract
Validity of above price will be 6 months.
Term of Payment is 30 days from the date of the invoice
Above pricing includes 1 GB of storage per user. Additional data charges will be applicable if the data
goes beyond allowed limit.
The provisioning of the organization will be manual.
Provisioning and onboarding charges will depend on size of the organization and will be agreed with
the customer at the time of signing the contract.
User training will be provided to the organization at separate cost which will be agreed at the time
of signing the contract.
Data Migration support will be provided to the organization at separate cost which will be agreed at
the time of signing the contract.
Restoring the user deleted data will be provided to the organization at separate cost which will be
agreed at the time of signing the contract.
Providing the data back-up on DVD or external media will be provided to the organization at
separate cost which will be agreed at the time of signing the contract.
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14 Financial Recompense model
Tech Mahindra proposes following penalties for service availability
Service credit (% of monthly charge)
5%
Service Availability
< 99.9%
15%
< 99.5%
25%
< 99.0%
50%
< 95.0%
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15 Ordering and invoicing process
TechM follows as flexible Ordering and invoicing process to suit the customer. This shall be defined
during contractual agreement phase. Also, the time required for provisioning and de-provisioning would
depend on functionalities to be used. Below list provides the indicative Ordering and invoice process for
the understanding purpose
Ordering process
1) Customer will visit the UK Govt G-cloud link
2) Customer will manually place an order by sending an email to the concern TechM person
3) Once the order email is received then a “Call-off agreement” is signed between the end customer
and TechM
4) After the agreement is signed, customer will issue a purchase order for purchasing the Records
Management service for the desired no of users.
5) Along with the PO, customer will also send a form containing the customer information, payment
details, mode of payment etc.
6) After receiving these details, service will be manually provisioned to the customer
Invoicing process
1) TechM will raise an Invoice in advance at the beginning of every month.
2) Every month, this invoice will be sent to the customer over email.
3) Overall Payment terms will be governed by the agreement and T&C.
16 Termination Terms
Service Termination conditions would be defined with the customer during the finalization of
contractual agreement.
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