ComplyPro Subscription – Scope of Services

Service and Data Location

The ComplyPro SaaS environment will be provisioned and made available, currently, from a secure data centre in the UK.

Access to the Services

Issue of user logins by Bentley/Cohesive to the Customer to enable access to the Services is only performed once a valid contract has been signed by the Customer and Bentley/Cohesive, purchase order(s) received from the Customer to the value of the contract and an invoice issued by Bentley/Cohesive to the Customer as per the payment terms.

For Bentley/Cohesive to issue user logins to enable the Customer to access the Services then the Customer must provide user credentials for ALL users that wish to use the system in the following format:

First Name        Last Name        Company         Email Address

The Customer may state preferred usernames: Bentley/Cohesive may refuse to allocate a username that impersonates someone else, refers to a trademark or other proprietary right, is already in use, or is vulgar or otherwise offensive and may then substitute a name of Bentley/Cohesive’s choosing. Bentley/Cohesive will also substitute an alternative username where the username suggested by the Customer already exists.

No generic user logins will be provided by Bentley/Cohesive and ALL users’ logins must be associated with valid / current employee credentials.

Access to the Services is strictly on a Named User basis only and usernames and passwords issued to the Customer must not be shared by users. Should additional users require access to the Services then the Customer must request additional user logins for those users, which may require an additional Subscription charge per User (if the Customer has reached the User limit of the Subscription).

The Customer and the Customer’s users must keep the usernames and passwords confidential. The Customer must notify Bentley/Cohesive immediately of any unauthorized use of usernames or any other breach of security regarding Bentley/Cohesive’s Services that comes to the Customer’s attention.

Bentley/Cohesive will provide a service, once every 3 months, to allow the Customer to change the listed user credentials (swap out / swap in / replace) and Bentley/Cohesive will issue user logins to the Customer that reflect the requested changes. These changes will be limited to one set of changes every 3 months. No other changes to the user credentials list will be allowed outside the 3 monthly changes other than the addition of extra users to the system (which may require an additional Subscription charge per User if the Customer has reached the User limit of their Subscription).

The Customer’s continued access to the Services after the initial term is subject to the Customer’s payment of the agreed Subscription Charge renewal.

If the Customer fails to pay any Bentley/Cohesive invoice within the payment terms, Bentley/Cohesive reserves the right to temporally suspend access to some or all the Customer’s user community for a particular project, division or enterprise.

The Customer is entirely responsible for all access to the Services that is facilitated by the usernames and passwords allocated to the Customer and access must be authorised by the Customer’s nominated personnel.

Operation and Support

Bentley/Cohesive’s ComplyPro Operations team ensures that the cloud provisioned services we provide are available and operating according to the ComplyPro SaaS Service Level Agreement (SLA) outlined in this proposal. In addition, our ComplyPro application specialists ensure that ComplyPro is running with enough capacity, performance, and responsiveness. We manage software upgrades for you and ensure you have the most up-to-date version of our software. Our Bentley/Cohesive network and data security experts ensure that your data is protected and safe-guarded.

There are some specific Operation and Support activities related to ComplyPro that are the responsibility of Bentley/Cohesive or User, respectively.

Bentley/Cohesive Responsibilities

Updates/Upgrades and Release Management

To ensure that SUBSCRIBER is taking full advantage of the capabilities of ComplyPro, the Bentley/Cohesive team will schedule outages for software updates and upgrades. The schedule for minor updates will be published thirty (30) days in advance and are expected to align with General Maintenance weekends (see Availability Commitment in Appendix B: Service Level Agreement). Major software upgrade schedules will be coordinated with SUBSCRIBER to minimize impact on project workflows. Bentley/Cohesive reserve the right to enforce a mandatory upgrade of ComplyPro at any time to ensure the security and integrity of its platform.

Configuration Management

Formal Configuration Management processes are followed by the Bentley/Cohesive team in respect to the hardware and software environment. A systems register will be updated and appropriately version controlled to describe all changes to the system commencing at initial provisioning.

Service Desk and Technical Support Services

Bentley/Cohesive offers technical support services as defined in the SELECT Agreement, the terms and conditions of which can be found at https://www.bentley.com/legal/select-program-agreement.’

The Bentley/Cohesive Service Desk will manage all incident and problem management processes. For all support calls, the nature of the incident will be assessed and forwarded to the appropriate Service Team who will then confirm the severity, priority and criticality of the incident in accordance with Bentley/Cohesive’s standard Incident Management process defined in Appendix B: Service Level Agreement that forms part of this proposal.

The Service Desk will be the final owner of all calls and will be responsible for the closure of the calls. They will contact the originator of the call and agree satisfactory resolution and call closure.

SUBSCRIBER’s Responsibilities

On-premises Infrastructure Configuration

SUBSCRIBER is responsible for maintaining the necessary on-premises infrastructure and network configuration to allow users to access ComplyPro.

First-level Support Activities for SUBSCRIBER’s End-users

SUBSCRIBER’s super-users are responsible for providing first-level support services for end-users. These first-level support activities include:

Communicating SUBSCRIBER’s work-processes to SUBSCRIBER staff

Addressing frequently asked questions

Announcements

Documenting and routing of calls to the Bentley/Cohesive Service Desk

Standard Support Services

The following table demonstrates the standard support services provided by Bentley/Cohesive for either a cloud provisioned service or an on-premises deployed service.

If a user opts to purchase a Bentley/Cohesive managed service Success Plan in addition to the standard subscription service, then the scope of service delivered to the user will comprise the relevant deployment services listed below, and the service described within the Success Plan.

Operations Management
Proactive Monitoring	√	Infrastructure Monitoring including system availability (system health, access, node availability), hardware (CPU, Disk Queue, storage availability, etc.) and software performance to provide proactive scaling and necessary load balancing.
Reporting	√	SELECT Server reporting is available for both cloud provisioned and on-premises deployments.
SLA Tracking / Management	√	A continuous improvement process that is used to track the SLA for Bentley/Cohesive to improve the services provided to users. A collection of data from a number of monitoring points throughout the network and servers allows Bentley/Cohesive to monitor performance and fine tune the system for optimal performance.   This includes recording and historical tracking of performance management in support of the SLA.
Maintain Systems Performance	√	Bentley/Cohesive provides a Service Level Agreement (SLA) to guarantee uptime. Bentley/Cohesive Systems data centres from which our cloud provisioned services are delivered are resilient with diversely routed power supplies both into and within the data centres and all network connectivity utilizes two distinct Tier 1 ISPs.  Performance monitoring includes software actions (automation job status, orchestration actions, etc.), and hardware performance.
Troubleshoot Server Issues	√	The Bentley/Cohesive Service Desk troubleshoots server issues through resolution. With an SLA in place it is Bentley/Cohesive’s responsibility to maintain and troubleshoot server issues. This minimizes the risk of long outages.Bentley/Cohesive technical support remains available to assist the user in troubleshooting on-premises issues under SELECT services.
Disaster Recovery\Business Continuity to support high availability of systems and if required, backup and restoration of Data	√	In addition to numerous redundant, high availability systems, backups of the database and file system are done on a regular basis, enabling a rapid return to operation with minimal data loss in the event of catastrophic failure, supporting the target RTO and RPOs. Off-site backups are also maintained. Point in time recovery is available for all services.In the case of a catastrophic failure of multiple components or data centres affecting the production environment, in consultation with the user representative the disaster recovery plan may be invoked which defines the system restoration process.
Upgrades to Server Operating System Software	√	Upgrades to new releases are tested and implemented as soon as possible to ensure users always have the most up-to-date versions of the software and can take advantage of innovations as soon as they are released. Operating System upgrades will occur according to a schedule that will be published regularly.  Users will be notified in advance for changes outside of that schedule (i.e. emergency).
Change Management	√	Bentley/Cohesive procedures follow ITIL best practice and are designed to ensure that any changes are managed through to conclusion with minimal business impact. The change management framework delivers consistent services, using common language, across the various service line teams and technologies.
Systems Maintenance	√	The system maintenance procedure follows several procedures, including patch management and updates, change management policy, and major release policies.As stated above, systems maintenance will be executed according to a published schedule.
Security Monitoring	√	Bentley/Cohesive monitors and ensures security in a variety of ways. Commercial antivirus protection, network encryption, routine penetration and vulnerability testing, device hardening, network protection, logging and auditing are all part of our security monitoring.
Data Center Physical Security	√	Data centres used by Bentley/Cohesive in the provision of our services are guarded and secured by multiple layers of security. These may include security personnel, video surveillance, blast and ram raid protection, key security, multi-level electronic authorization, and security vetting and clearance processes.

Application Management
System Deployment	√	Design and implementation of the ComplyPro service.
Access & Security Management	√	Includes user management and user security at the data source level.
Monitoring	√	Application Performance Monitoring.
Problems / Incidents	√	Management and resolution of any problems or incidents that occur within the ComplyPro application.
Updates/Upgrades	√	To the ComplyPro hosted software.
High Availability	√	High availability for the ComplyPro hosted solution.

Cloud Provisioned by Bentley/Cohesive
Help Desk	√	The Bentley/Cohesive Service Desk will provide incident and problem management functions. For all Bentley/Cohesive support calls, the nature of the incident will be assessed and forwarded to the appropriate Service Line Team who will then confirm the severity, priority and criticality of the incident in accordance with the standard Incident Management process.
Service Request Fulfilment	√	User and data source creation requests, etc.
Problems/Incidents	√	The Bentley/Cohesive Service Desk will provide incident and problem management functions. For all Bentley/Cohesive support calls, the nature of the incident will be assessed and forwarded to the appropriate Service Line Team who will then confirm the severity, priority and criticality of the incident in accordance with the standard Incident Management process.
System Level Administrative Configurations	√	Data source creation and user\group creation and deletion.

Technology / Infrastructure Management
Access & Security	√	Bentley/Cohesive monitors and manages the access and security of the cloud provisioned infrastructure.
Monitoring	√	Bentley/Cohesive monitors the infrastructure health.
Problems/Incidents	√	Bentley/Cohesive monitors and manages any problems or incidents that occur within cloud provisioned infrastructure.
Patches/Updates	√	Bentley/Cohesive will apply patches and updates as required.
Capacity Planning	√	Bentley/Cohesive monitors and manages storage and performance to ensure sufficient capacity for all our users.
Continuity	√	Bentley/Cohesive provides business continuity services.
Availability	√	Bentley/Cohesive monitors and manages the system availability.

Implementation
Server Installations and Configurations	√	On premise installation of server modules is not included in Bentley/Cohesive’s service. Cloud provisioned services by Bentley/Cohesive includes Caching Server installation/configuration assistance.
Server/Client Customizations	√	Customizations are outside of the scope of the standard offering. Bentley/Cohesive will assess whether any requested customization can be supported as an additional service.
Global Project Coaching / Configuration	√	With many of today’s projects extending to many geographies, Bentley/Cohesive will work with the user to determine the best project architecture, and setup initial configuration.
Project Health Checks	√	Regular checks of system statistics will insure the health of the project. Bentley/Cohesive will use a variety of tools and services to ensure the system stays as healthy as possible and can make best practice recommendations for change.
Adoption Services	√	As new technology is released and added to the cloud provisioned system, coaching on new features and functionality will be provided.
Best Practices Coaching	√	Bentley/Cohesive will provide best practice coaching on the use and configuration of the systems.
Remote Caching Server Configuration	√	Bentley/Cohesive will configure caching servers for optimal use. This can include pre-population as well as on demand caching.