White Paper Service Manager - SaaS


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Introduction

The purpose of this white paper is to help you understand:

  • How Software suite - ev itsm.png as SaaS can be integrated into your technical infrastructure technique
  • The SaaS environment provided as part of the Software suite - ev itsm.png service
     

Because individual constraints and technology choices make each client's infrastructure unique, every project will undergo a specific analysis during the pre-sales and/or installation phases.

Product glossary

Software suite - ev itsm.png is based on:

  • A Front Office service (Product name - ev sas.png): Provision of a configurable services portal to your end users
  • A Back Office service (Product name - ev itsm.png): Provision of a more comprehensive product interface to your Back Office team in charge of dealing with incidents, changes, etc.

Depending on your project and how work is allocated between your end users (Portal) and your technical teams, either the Front Office or the Back Office part can dominate. The target architecture and integration into your infrastructure must take this allocation into account.

Other terms used

  • Environment: refers to Software suite - ev itsm.png provided in a given version.
    • By default, you have a production environment. You can subscribe to additional environments (Qualification, Test, BI, etc.). 
    • Different environments may have different versions.
  • Account: refers to an isolated Software suite - ev itsm.png database (production account, test account, demonstration account).
    • Each account has a separate administrator.
    • The accounts in a single environment are all the same version.

Overall architecture

Access to Software suite - ev itsm - big.pngService Manager

The service is accessible:

  • From a URL of the type https://xxxxxx.ezvsaas.com
  • Through  web services.
     

No other external access to the platform is authorized, such as:

  • Access to the SQL database
  • Control of the servers that are part of the architecture
     

It is possible to create a specific connection through your infrastructure using a VPN.

Accounts provided

Three accounts are provided:

  • A production account.
  • A sandbox account: this allows you to carry out integration or configuration tests before applying them to the production account.
  • A demonstration account: this contains data and configuration examples.
     

All three accounts are based on the same infrastructure and therefore use the same version of Software suite - ev itsm.png.

Components of different services

Product name - ev itsm - big.pngService Engine

  • Web Front End: In charge of processing http requests from users and returning HTML webpages.
  • Application Server: In charge of processing business requests and providing the necessary data to the web server while taking into consideration the connected account and what that account is authorized to do and see.
  • Database Server : In charge of storing data.

Product name - ev sas - big.pngService Apps

  • Web Front End : In charge of processing http requests from users and returning HTML webpages.
  • Database Server : In charge of storing data.

Adaptability to your constraints

Progressive scaling

The Software suite - ev itsm.png architecture is scalable. It can be reviewed and modified based on changes in your requirements.

You can therefore start your project with a well-defined scope (modules used, number of users etc.) and extend it in line with your needs. This extension will be managed by our teams, working closely with you to ensure the process is as transparent as possible.

Security of your data in transit

To safeguard the confidentiality and integrity of data flows, we automatically install an SSL certificate on your platform.

If you wish to use your own domain name, you must provide us with a suitable SSL certificate that complies with our security requirements (no self-signed certificates, valid for at least the length of the contract, etc.).

On Logo - EasyVista.png servers, the SSL will be configured in compliance with our security requirements, i.e. not to accept protocols, ciphers, etc. that are known to be vulnerable:

  • SSL v2, SSL v3, TLS v1.0
  • RC4, 3DES, etc.

Need for other environments

As well as the production environment, you can subscribe to additional environments to meet your organization's needs.

We recommend creating and maintaining at least one additional environment so that you can test changes before applying them to your production environment, in particular:

  • Fixes or major changes to our products
  • Configuration changes to server components (Apache, PHP, SSL, etc.)
  • Version upgrades or fixes to operating systems or server components

Browsers

Suppliers

The browser market is constantly evolving, so please refer to our Supported browsers wiki page for an up-to-date list of compatible browsers.

Configuration

Pop-ups and JavaScript must be enabled and authorized for Product name - ev sas.png.

The limit of the local cache and temp files must be adequate (> 10 MB).

If you are using the SSL protocol, you should check that the cache is authorized for the secure page.

For Internet Explorer, in the Security Settings dialog box, scroll down to Downloads and select the Enable option for Automatic prompting for file downloads.

Antivirus

On the client workstation, the local antivirus software should not check .JS (JavaScript) files systematically because this can lead to performance issues when displaying pages.

Miscellaneous

Our services do not require APPLET or ActiveX on the client browser.

Cookies

Our services use cookies to improve website functionalities and user experience. These cookies do not contain personal or sensitive data.

Your browser must authorize our services to create cookies.

Functional interoperability

REST

REST and SOAP 1.2 provider

Our services are accessible as REST and SOAP 1.2.

REST and SOAP 1.2 client

The services can use external REST or SOAP 1.2 services.

E-mail

Sending e-mails

Product name - ev itsm.png et Product name - ev sas.png must access you e-mail server to send e-mails to your users when handling incidents / changes.

The following protocols are supported: SMTP / SMTPS / SMTPS with TLS.

Automatic creation of tickets via e-mail

Product name - ev itsm.png must be able to access working email inboxes to which your users can send messages that will be automatically turned into tickets by the application.

The following protocols are supported:

  • POP3 / POP3S
  • IMAP4 / IMAP4S / IMAP + TLS / IMAPS +TLS

Interoperability with your infrastructure

Overview

EasyVista.com can connect to your architecture to:

  • Integrate data coming from your platforms (LDAP, etc.)
  • Validate the usernames and passwords of your users based on your LDAP/AD directory
  • Automatically authenticate your users through your company's internal SSO system
  • Send e-mails directly from your internal mail server
     

If your servers have a public IP address or are accessible via your EasyVista.com platform while limiting public access to it, these functionalities can be implemented in accordance with the service catalog conditions.

If you servers are not directly accessible from outside your network, you must put in place a VPN connection to enjoy these functionalities.

VPN connection

A VPN connection is required if you would like EasyVista.com to be integrated into your infrastructure and your servers not to be accessible via a public IP address.

Bandwidth required

The bandwidth required depends on the traffic generated by the functionalities described above. The figures given are estimates designed to give you an idea of the resources necessary.

  • Real-time processing:
    • Sending e-mails = <1 ko
    • Validation of authentication by username/password= <1 kb
  • Asynchronous processes: These processes have no impact on what is displayed to the user and often run outside of working hours. They can therefore withstand any slowing due to insufficient bandwidth.
    • Retrieval of the directory from the database for importing into Logo - EasyVista.png.
    • Retrieval of e-mails received by technique support following the automatic creation of incidents (the size varies depending on the size of attachments).
       

Access to Logo - EasyVista.png is exclusively through an Internet connection and must not go through the VPN. If the client wishes to access EasyVista.com via the VPN rather than the standard Internet connection, the bandwidth of the VPN must be increased accordingly.

VPN connectivity pack

  • Implementation services included in this pack:
    • Implementation of an IPSec VPN or point-to-point private VPN in accordance with the functionality and responsibility conditions outlined in this document.
  • Services that can be ordered if this pack is purchased:
    • AD/LDAP authentication
    • Scheduled import of AD/LDAP data
    • Use of your e-mail server to send data
    • Technical support agent
    • Tridirectional SSO system (to be decrypted, the user credentials sent to EasyVista.com require an additional flow with your servers)
    • Read-only access to data through an SQL Server account for the purposes of creating reports

VPN connection availability

Availability and responsibility in the event of maintenance vary depending on the technology used and the people involved.

If you want the backup platform to have exactly the same VPN service as the main site, you must configure a second VPN. Otherwise, in the event of a switch to the backup site, the running of Logo - EasyVista.png will automatically adapt to the new configuration (authentication no longer takes place through your infrastructure, but through the system built into Logo - EasyVista.png, etc.).

Choosing between IpSec VPN and point-to-point private VPN

Regardless of any restrictions that are part of your company's standards, the following criteria will help you to choose between the two solutions.

VPN type Advantages Disadvantages
IpSec
  • Speed of set up (no line to configure; generally takes less than 2 days)
  • Costs less
  • High security, even though data travels over the Internet
Encrypted tunnel, but data does not travel over a private line
Private point-to-point
  • Maximum privacy
  • Dedicated connection to access the Logo - EasyVista.png service instead of using standard Internet access
  • Cost of set up and use
  • Line installation often takes over 4 weeks

Front Office (Service Apps)

Flow matrix

Source Destination Ports UDP / TCP
Your users Web server 443 (https) TCP

Back Office (Service Engine)

Flow matrix

Source Destination Ports UDP / TCP
Your users Web server 443 (https) TCP

Responsibilities during the implementation phases

Implementation phase Description
Installation
  • Logo - EasyVista.png installs and configures the environments, then creates the production and test accounts.
  • During this phase, the client or partner does not have access to the system.
  • Once installation is complete, the customer receives a document containing the connection information for the Logo - EasyVista.png site.
Implementation by the client
  • The client/certified partner configures Logo - EasyVista.png as per their requirements.
  • The MyEasyVista admin console is available.
  • During this phase, the EasyVista.com backup and restoration system, as well as the monitoring and disaster recovery plan services, are not activated.
  • Once implementation is complete, the client asks our technical support service to launch the production phase.
Production
  • The EasyVista.com backup and restoration system, as well as the monitoring and disaster recovery plan services, are activated, as are the associated alerts.
  • Backup and restoration operations for the production database via MyEasyVista is deactivated; the client/partner can no longer access the database.
  • The MyEasyVista management console allows backup and restoration operations to be carried out using the sandbox database, then the production database to be copied onto the sandbox database.

Migration to a more recent version

Migration to a more recent version is part of the EasyVista.com service.

Responsibilities

The Logo - EasyVista.png CMC (Cloud Management Center) operations teams handle the migration to the new version following the standard migration process.

An information e-mail is sent letting you know that an update is available and providing you with a document outlining the new functionalities of the latest version.

Your teams must familiarize themselves with the new functionalities, train users and, if necessary, carry out any configurations as part of this new version.

If necessary, our advisors or certified partners are there to provide assistance and technical support.

Testing the new version

If you have a Qualification environment, our teams will first carry out the update in this environment, which will allow you to test it in accordance with your procedures (non-regression, new functionalities, etc.).

Once this version has been validated by our teams, you can schedule migration to your production environment.

Note: It is not possible to have two Software suite - ev itsm.png versions in the same environment.

Special case: Oxygen version

As part of migration to the Oxygen version, a temporary acceptance platform will be made available to you, even if you do not have a Qualification environment.

Installation in your production environment

Migration phase Standard duration Description
Update availability Update availability for a Software suite - ev itsm.png version as SaaS is usually the same as for updates for on-premise clients.
Migration of your Qualification environment 1 day
  • Client: Technical support receives a request to update your Qualification environment to the new version.
  • Logo - EasyVista.png CMC:
    • Sets a date for the update.
    • On the scheduled date:
      • Updates the Qualification environment in accordance with the current version of your production environment.
      • Updates the Qualification environment in accordance with the new Software suite - ev itsm.png version.
      • Sends you an e-mail to confirm migration of the Qualification environment to the new version.
Validation Variable
  • Client: Validation process and testing of new functionalities

Caution: Changes made to the test platform are not kept when migrating to the production environment.

Planning migration of the production environment 1/2 day
  • Client: When you are ready (processes validated, users trained, etc.), ask our technical support service to update the production environment.
  • Logo - EasyVista.png CMC:
    • The date and time for the migration are set after consulting you.
Migration of the production environment Between 2 and 4 hours

(depending on the size of the database)

  • Client: Users must be informed that the production environment will be unavailable during the migration phase.
  • Logo - EasyVista.png CMC: On the scheduled date:
    • Backup of your databases before migration.
    • Migration to the new version.
    • Testing of the migration.
    • An e-mail is sent to the client informing them that migration is complete.
    • The production environment is re-opened.

Customizing the EasyVista.com service

Login pages and CSS customization

Two login pages are provided by default: the first for the production account, the second for the test account.

This page follows the standard Logo - EasyVista.png login page format. You can modify it by adding colors and logos of your choice. The customizations possible are described in the EasyVista.com Deployment Guide.

More advanced customization is also possible upon request.

         Open url.png see Customizing  Software suite - ev itsm.png CSS style sheets

Implementing scheduled data integrations

By default, it is possible to implement scheduled data integrations based on .CSV files provided to Logo - EasyVista.png (by uploading them to an FTP site dedicated to your platform).

If you have subscribed to the VPN option, it is also possible to integrate data for which the source is accessible in your infrastructure.

Adding fields, views and tables to the standard data template

You can request the addition of fields, views and tables to the Software suite - ev itsm.png data template via MyEasyVista or via technical support. These additions will be implemented after technical validation by our teams and consultation with you on the implementation period.

Technical maintenance of the environments

Platform security

Default security

Our platforms are configured to reduce security risks to a minimum through:

  • Automatic access restriction (None by default policy)
  • IPS/ IDS to detect malicious access
  • Anti DDOS to reduce the risk of unavailability
  • Antivirus to ensure system integrity

Vulnerability tests

Vulnerability tests are carried out weekly on all platforms by our partner Qualys.

Maintenance of operational conditions

To enable us to keep your platforms in optimal condition, three hours of technical maintenance are scheduled each month. Amongst other things, this allows us to update operating systems and components used.

         Note: These hours are not automatically used, just as required.

These hours are not included when calculating the platform's unscheduled production downtime. They are determined:

  • Either automatically by our teams based on your observed activity to minimize the impact on your users (at night, on Saturdays)
  • Or in liaison with you if you wish to choose a specific timeslot from those available (at night, on Saturdays).

When an operation is scheduled, an information e-mail is sent to you stating the date, time and duration of the operation.

Annual frozen period

A frozen period is automatically implemented in the last week of the calendar year N, and the first week of the calendar year N+1.

During this period, the number and type of changes authorized on production platforms is limited.

         Example documentation icon EN.png
         Blackout period.png

User authentication

Division of roles

Authentication and authorization

For Product name - ev itsm.png and Product name - ev sas.png, we distinguish between:

  • Authentication: Confirmation of the identity of the person trying to connect;
  • Authorization: What the person identified has the right to do on Product name - ev itsm.png and Product name - ev sas.png.

User authentication in Product name - ev itsm - big.pngService Engine

Product name - ev itsm.png has the following means of authentication:

  • Authentication via the application's internal employee database
  • Authentication via your LDAP/AD directory(ies)
  • Authentication via an SSO compatible with our services
     

The processing order for authorizations is as follows:

1. Identification based on SSO
2. If step 1 is unsuccessful, authentication via login/password based on your LDAP/AD directory(ies)
3. If step 2 is unsuccessful, authentication via login/password based on the Product name - ev itsm.png internal directory

         User authentication - SE.png

Product name - ev itsm.png internal authentication can be deactivated. However, this deactivation is not possible if you use Product name - ev itsm.png as a REST service provider because, in this case, authentication is performed via the Product name - ev itsm.png internal directory.

You can use several directories (or branches of the same directory) to authenticate your users. In this case, authentication will be performed by testing the directories in the order given.

User authentication in Product name - ev sas - big.pngService Apps

Product name - ev sas.png has the following means of authentication:

  • Authentication via the application's internal employee database
  • Authentication through the Product name - ev itsm.png (Trusted Provider). In this case, authentication methods configured for Product name - ev itsm.png will be used in a transparent fashion for Product name - ev sas.png.

         User authentication - SA.png

Authorization of users

Once identified, the determination of what the user has the right to do and on what will be based on:

  • Product name - ev itsm.png : profiles (what the user can create) and domains (what the user can see);
  • Product name - ev sas.png: application groups that will define the accessible applications and the role associated with the user of each of these applications.

Product name - ev itsm - big.pngService Engine - Internal authentication

Passwords are stored in the form of a hash (non reversible).

A policy for the length and formation can be set.
         User authentication - SE Internal.png

Product name - ev itsm - big.pngService Engine - Authentication via LDAP/AD servers or trees

Product name - ev itsm.png authentication can be based on several different LDAP/AD trees.
         User authentication - SE Multi servers.png

Product name - ev itsm - big.pngService Engine - SSO (Single Sign On)

Introduction

Product name - ev itsm.png can authenticate users by providing identify information via our systems. The following systems are supported:

  • SAML and ADFS 
  • CAS

SSO via SAML/ADFS or CAS

Your identity unifier is configured in our services so that user identification is provided upon initial connection to our services.
         User authentication - SE SSO.png

Systems supported but not recommended

If you have an IIS server somewhere on your network, it can be used to port the identity of your user to our services.

Caution: This is not SSO, but "identity porting" (The user's identity is retrieved and transferred to our services through an encrypted header). You should consider this functionality as an easy connection for users, but in no way a completely secure solution compared to true SSO systems like SAML/ADFS or CAS which include multiple protections like:

  • Derived unique key per transaction
  • Key exchange
  • Refusal of unsolicited responses
  • Impossible to perform "man in the middle" attack
  • Restriction of systems authorized to perform authentication and limited scope of accessible information
  • Traceability and alerts.
     

What's more, these systems rely on the fact that the user has already been identified at the network level. As a result, this will not work if our services must be accessed via a public network (which is the case for mobile applications, unless they use a VPN to simulate an internal network presence).

Identification systems specific to your company

Any identification system specific to your company can be analyzed to see how it can be used by our services (particularly in terms of availability, accessibility and security).

The analysis, development and implementation of this type of authentication will be billed separately based on their complexity.

Systems not supported or maintained

Note: This section concerns all the identification methods not previously mentioned.

Systems that require the installation of additional components on our platforms are not authorized (SSPI module, Kerberos module, etc.).

Product name - ev sas - big.pngService Apps - Internal authentication

Passwords are stored in the form of a hash (non reversible).

In the Product name - ev sas.png directory, users are designated by their e-mail address, which serves as a login identifier for Product name - ev sas.png. As a result, each e-mail address can only be used once per tenant to identify a same single user.

Once identified by an Logo - EasyVista.png approved identity provider, the user can be looked up in the Product name - ev sas.png directory using the e-mail address associated with their employee file in the Software suite - ev itsm.png directory.

If several Software suite - ev itsm.png users share the same e-mail address, they will access the same user account in Product name - ev sas.png.
         User authentication - SA Internal.png

Product name - ev sas - big.pngService Apps  - Trusted Provider based on Product name - ev itsm - big.pngService Engine

Product name - ev sas.png can use Product name - ev itsm.png to authenticate the user and provide first-level authorization.

In this case:

  • Authentication is managed by Product name - ev itsm.png following the methods configured (internal, multi LDAP/AD, SSO).
  • Product name - ev itsm.png also provides first-level authorization (the user is known and active, has a language, etc.).
  • Once the user has been validated by Product name - ev itsm.png, Product name - ev sas.png accepts the user and adds them to its local database, if necessary.


The following information is provided by Product name - ev itsm.png so that Product name - ev sas.png can automatically populate its internal directory and rights management system:

  • Full name of the employee
  • E-mail address of the employee
  • One or more of the following values:
    • Names of the groups (in English) that the employee belongs to
    • Name of the profile (in English) associated with that employee
    • One field from the employee file
       

A single trusted provider can be associated with a Product name - ev sas.png tenant.

Authorization management

Product name - ev itsm - big.pngService Engine

In Product name - ev itsm.png, a user is allocated:

  • A unique profile: This determines what the user has the right to do with all the data they have access to
  • One or more domains: These determine the scope of the date that the user has the right to access (for example, a geographical area, a type of machine with several entities, etc.).

Product name - ev sas - big.pngService Apps

How are access rights to an application granted?

A Product name - ev sas.png user can be belong to several groups and have access to:

  • applications directly, because they own or have been given the right to use them
  • applications through the teams they belong to that have the required access rights

         User authentication - SA Application access.png

How are teams identified in the Product name - ev sas - big.pngService Apps directory?

In the Product name - ev sas.png directory, teams are identified by their name.

These Product name - ev sas.png team names are linked to the English names of Software suite - ev itsm.png groups.

Optional packs

Premium backup pack

Implementation services included in this pack:

  • An incremental backup is performed every hour on the production account.
  • A full backup of your production account, copied to one of your FTP servers, is made available to you every month.

Additional pack for document storage

This pack allows you to expand the storage capacity dedicated to documents accompanying the knowledge base, CMDB (Configuration Management Database), requests, contracts, equipment, etc. 

The size of the database is not taken into account in the calculations.

On-premise Logo - EasyVista - big.pngEasyVista to EasyVista.com pack

Implementation services included in this pack:

  • Migration of your current database to the latest Software suite - ev itsm.png version.
  • An EasyVista.com platform is provided with your data to validate the migration.
  • Once you have evaluated the platform, the definitive migration of your database to EasyVista.com can be scheduled and implemented.

MyEasyVista

Logo - EasyVista.png provides you with an admin console that allows you to perform the following operations:

  • Access contract details and status, including license utilization patterns
  • Check the availability metrics of your EasyVista.com platform so you can ensure that the cloud service level agreement (SLA) is adhered to
  • Carry out maintenance activities:
    • Database management, including restoration, backup and transfer
    • Logo - EasyVista.png upgrade
    • Platform testing
    • Logo - EasyVista.png service restart
       
  • Anticipate and assess high-impact events, then take action to avoid unnecessary downtime:
    • Availability metrics
    • Size of databases
    • Utilization rate and system activity
      • Number of users connected
      • Interaction details
      • Utilization of the page and activity assistant
      • Potential system errors
         
  • Rationalize and improve service delivery:
    • Understand which services are the most requested and the most problematic
    • Identify the least used services

Service commitments

EasyVista.com

Service availability

This service is available 7 days a week and 24 hour a day outside of the maintenance periods specified below.

We guarantee 99.9% availability (calculated over a quarter, excluding scheduled maintenance periods).

Scheduled maintenance periods must not exceed 2 hours per month.

Performance

Logo - EasyVista.png servers are sized that the production performance of web pages meets our standards.

The load time varies depending on the page type and configuration. In 90% of cases, it is under 2 seconds.

The benchmark times are measured as an output from the Logo - EasyVista.png platform using the product's internal functions (ShowStack=simple). These measurements can be taken from any workstation.

Regular measurements are also taken by automated systems on the benchmark platforms and the Logo - EasyVista.png teams are alerted in the event of a problem.

If necessary, technical support can provide you with a procedure to follow to check for the most frequently encountered problems:

  • Different use of the interface (too many lines displayed on screen in List mode, for example)
  • Identification of components likely to slow down page loading on client workstations (browser cache configuration, antivirus, etc.)
  • Analysis of traffic between client workstation and the Logo - EasyVista.png platform to detect any problems (proxy, etc.)
     

Subsequently, further actions to help you identify contextual performance problems are suggested for a fee.

Platform monitoring

The platform is automatically monitored by various tools for this purpose. Alerts are also automatically sent to the Logo - EasyVista.png CMC team.

Aspects covered by monitoring are:

  • The data integration process
  • The users connected to the service
  • The workload coming from application services
  • The slowest requests executed on the platform
  • The use of disk space allocated under the contract
     

Availability of the service, IP addresses and the database is automatically checked every 30 seconds.

Data backup

Databases linked to the production account are backed up according to the following schedule:

  • Full daily backup, kept for 5 days
  • Incremental backup performed every hour
  • Potentially, transfer of a monthly database backup to one of your FTP servers

The database linked to the sandbox account is not automatically backed up, but the client/partner can perform backups on request and restore them via MyEasyVista (it is possible to keep up to 5 different backups for an account and replace them as you see fit).

Data restoration request

All data restoration requests must be made by opening a request in MyEasyVista or through technical support, specifying the desired date and time for the restoration.

To restore your production platform's database, a service interruption is required.

Restoration phase Description
Backup retrieval Depending on the age of the backup and the restoration requested:
  • <=48 hrs: immediate availability, performed in under 2 hours
  • > 48 hrs: 24 hours
Restoration
  • The date and time of the restoration are agreed with you.
    • The production platform is stopped
    • The active database is backed up
    • The requested database is restored
    • Production is restarted
  • The entire operation generally takes under an hour.

Batch processing

The import of inventory data is carried out between 6 pm and 6 am (Brussels/Copenhagen/Paris/Madrid time zone), and not immediately during the day.

If your teams work outside of these standard periods in the Brussels/Copenhagen/Paris/Madrid time zone, these periods can be moved to the times when your platform is inactive.

The integration of data specifically for your project must be scheduled so as not to disrupt your users.

Technical infrastructure

The EasyVista.com environments are hosted by providers meeting the following standards:

  • Tiers 3+ or 4
  • ISO 27001, SOC2 certifications
  • Data storage locations that meet your legal requirements

Logo - EasyVista - big.pngEasyVista service continuity

Automatic monitoring services are implemented on all the platform components. Dedicated teams are responsible for managing any anomalies detected and, if necessary, restoring good service.

Monitoring process

Phase Action Description
1 Detection
  • 1st human assessment of the incident to determine whether it is indeed a problem.
  • If genuine alert, switch to phase 2.
2 Information about the detection
  • The relevant person at the partner/client is informed of the alert and its consequences, and receives an initial estimate of potential downtime.
  • Information e-mails are sent regularly to give the partner/client a progress report until the situation is resolved.
3 Resolution Corrective measures implemented
4 Information about the resolution The partner/client is informed that service availability has been restored.
5 Analysis
  • Information gathered (logs, screenshots, etc.) about the problem.
  • Information sent to Logo - EasyVista.png CMC teams who will determine whether the problem is likely to recur.

Priority is given to service restoration; analysis of the problem's causes takes second place if it takes too long.

For each monitoring incident, an incident ticket is created.

Aspects not included in service continuity

Anomaly Corrective measure
Unexpected use of our SMTP server
  • We strongly recommend that you use your own SMTP enterprise server for the Logo - EasyVista.png platform rather than our EasyVista.net SMTP server.
    • This is so that, when Logo - EasyVista.png sends e-mails to your end users from our EasyVista.net domain but using sender accounts from your domain, there are no delays and e-mails are not marked as spam.
    • For example, users who open an incident receive a confirmation e-mail from an account such as backoffice@your_corporate_domain.com. This account is in fact easier to identify and recognize than donotreply@easyvista.net.

  • In any case, there is a risk that your e-mail system considers this e-mail as spam and blocks or rejects it temporarily (greylists it), because the IP address of the EasyVista.net SMTP platform that appears to be the actual sender is not identified in the MX record of your DNS for your_corporate_domain.com.
  • For this reason, we cannot guarantee that e-mails will be immediately transmitted in the order they were sent, or that they will even be delivered. The only way to avoid this risk is to use your own SMTP server, either directly if it's accessible externally, or via a VPN connection if not.

Continuity of the monitoring service

Various sites are qualified and configured for the physical and logical administration of the host platform. If the main administration site becomes unavailable, our teams are transferred to a secondary site to prevent any interruption in platform monitoring.

Disaster recovery plan

In the event of prolonged downtime of the main site, a secondary site is available.

  • Recovery point objective (RPO) = 2 hours
  • Recovery time objective (RTO) = 4 hours
     

If the disaster recovery plan has to be triggered, the following measures will be taken:

Phase Action Description
1 Detection Internal detection and confirmation of problem
2 Decision Based on the information provided and the possible downtime estimated, the CEO or the CTO decides to implement the disaster recovery plan.
3 Downtime notification Management at the partner/client concerned are sent an e-mail informing them that the disaster recovery plan will be implemented and what the consequences in terms of downtime will be.
4 Integration/configuration The secondary site is configured as the main site.
5 Notification of disaster recovery plan site availability Management at the partner/client receive an e-mail informing them that the secondary site is available and providing links to access it.
6 Correction The problem that required implementation of the disaster recovery plan is corrected on the main site.
7 Notification/schedule An e-mail is sent to the client to inform them that the correction has been performed on the main site and to schedule restoration of the client platform on this site.

The priority is to restore availability of the Software suite - ev itsm.png interface.

Return of data

At the end of the contract, data is returned to the client on DVD, in the form of an SQL Server backup of the Software suite - ev itsm.png database in the version used by the hosted platform at that time. This backup includes the configuration database associated with the production account and acceptance account.

The backups in our possession are then destroyed once the client has confirmed safe receipt and reading of this data.

The following are not included by default but can be requested for a fee:

  • Delivery in any other format or on any other media
  • Assistance in using and understanding this data
  • Integration of this data into a third party tool
  • Backups of test databases (sandbox)
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Last modified by Unknown User on 2018/11/22 13:08
Created by Administrator XWiki on 2018/11/20 16:36

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