pdf document: Service definition
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1. SYSTEM ASSOCIATES Enterprise Search Product Description Enterprise Search Product Description September 2013 Disclaimer The information in this document shall not be disclosed outside System Associates Limited and shall not be duplicated used or disclosed in whole orin part for any other purpose other than to evaluate the document This restriction does not limit System Associates right to use information contained in this document if it is obtained from another source without restriction This is an unpublished work the copyright in which vests in System Associates No responsibility or liability is accepted for any errors or omissions in this document or related documenis Freedom of Information Act 2005 System Associates Ltd wishes to comply with the requirements of the Freedom of Information Act 2000 FOIA We therefore provide this document on the basis that it is not released without informing System Associates Ltd of its release and to whom If the need arises to release this document we would wish to inform you of areas within this document which are covered by Section 43 of the FOIA which we consider to be a Trade Secret and therefore may not be divulged to any third party under the Act Enterprise Search Product Description September 2013 1 SUMMARY Name Supplier Code Supplier Service type Category Short Description A fully featured search engine that will index file systems database2. ation of Google analytics or other third party logging solution Relevancy support e The support service includes specific support for relevancy issues e Regular relevancy workshops with subsequent relevancy tuning 2 1 Options Options include e Secure feature with single sign on connection to permit searches to cover secure areas e Dedicated results server in Windows or Linux to allow customers to develop their own search interface in their chosen language e Federated solution for document repositories over 1 000 000 e Live failover redundant system 3 TECHNICAL INFORMATION 3 1 Capacity The service is offered as follows Service Documents Searches hour 250 000 1 000 000 5 000 000 Unlimited 1000 e ee ae Enterprise Search Product Description September 2013 3 2 Technical reguirements e Any metadata schema in process e If the service is to operate on a sub domain then a DNS alias is required e If the user wishes to add live DR failover then a DNS alias is required e Connection to an authentication system where appropriate 3 3 Open standards In choosing standards we follow the Perens definition which covers not only what an Open Standard is but protects against certain well known areas of abuse of standards where suppliers seek to take advantage of customers e Availability Open Standards are available for all to read and implement e Maximize End User Choice Open Standards create a fai
3. available 15 minutes Service significantly impaired Enterprise Search Product Description September 2013 Minor issues includin 4 9 60 minutes cosmetics 4 3 Information Assurance 8 Security This service is IL2 Systems are protected by EAL4 firewalls IDS and IPS Unified threat management package Systems are hosted at secure data centres already in use for other Government systems 4 4 Back up restore and Disaster Recovery e All systems are backed up over the wire and an offsite secure tape service is utilised to store long term copies e Alive failover DR option is available 4 5 Management information amp reporting The Enterprise search includes a reporting package detailing key search metrics In addition usage statistics are provided through integration with third party reporting packages e g Google analytics Other MI options are available on request subject to quotation 5 ONBOARDING 5 1 Demonstrations Demonstrations are available to interested parties 5 2 On boarding Off boarding process On boarding process includes e Consultation e Setup and stabilisation of crawl e Setup of search results templates e Relevancy tuning A typical onboarding process takes 4 6 weeks Off boarding 1 months notice Enterprise Search Product Description September 2013 Either party Consumer or System Associates shall provide three months written notice of any intention to termi
4. e
5. nate the service subject to a minimum 12 month contract 5 3 Training Training is provided in the following manner e Onsite training e User manual e User wiki forum coming soon 5 4 Ordering and invoicing process Orders should be placed by emailing sales systemassociates co uk or by calling 01628 876700 and asking for the Sales department Invoices are sent out by email or post monthly in arrears Enterprise Search Product Description September 2013 6 PRICING 6 1 Service options Service On boarding 1500 PCM 10 15 days 650 2500 PCM 10 20 days 650 3000 PCM 20 30 days 650 Call For staging environment add 300 PCM These are estimates based on our experience of the time needed to create a comprehensive search solution with faceting More complex applications may cost more to implement but will not normally impact monthly charges 6 2 Options Option Cost Live failover DR facility 750 PCM User dedicated search User dedicated search delivery virtual server Linux virtual server Linux 350PCM PCM User dedicated search Cea LA virtual server Li PCM Windows 6 1 Support Package Cost Standard Monday to Friday 9 5 30 Included 800 pom 6 2 Implementation and bespoke development Implementation training and bespoke development are charged according to the SFIA rate table Fixed price quotes are provided for implementation based on
6. oft All popular file formats ODT XML JPG etc Interface APIs where published Internet HTTP and other protocols Enterprise Search Product Description September 2013 3 4 Open Source We create solutions using a wide range of Open Source modules Our default practice is to seek an Open Source library or module component before turning to a commercial offering The majority of software we have developed does not rely on commercial components and typically these will only be used when customers reguire interfaces to proprietary systems The list of Open Source componenis we have integrated is very long below are a few examples Solr Lucene search MYSQL SQL database MongoDB non sqal database JQuery and JQuery Mobile Javascript library Axis web services JBOSS application framework Spring Java MVC Framework Eclipse flexible IDE 4 HOSTING AND SUPPORT 4 1 Service Management ISO20001 compliant Support service providing as standard e Named contact level 2 support e Service desk available Mon Fri am 5 30pm excluding public holidays with 24 7 option via o Direct support telephone line o Online o Email e Online issue logging and tracking system e Full monitoring and alert system 4 2 Service Levels e Performance see capacity e Availability 99 95 e Support hours 9am 5 30pm excluding public holiday An out of hours service is available e Severity definitions Service un
7. r competitive market for implementations of the standard They do not lock the customer in to a particular vendor or group e No Royalty Open Standards are free for all to implement with no royalty or fee Certification of compliance by the standards organisation may involve a fee e No Discrimination Open Standards and the organisations that administer them do not favour one implementer over another for any reason other than the technical standards compliance of a vendor s implementation Certification organizations must provide a path for low and zero cost implementations to be validated but may also provide enhanced certification services e Extension or Subset Implementations of Open Standards may be extended or offered in subset form However certification organisations may decline to certify subset implementations and may place requirements upon extensions see Predatory Practices e Predatory Practices Open Standards may employ license terms that protect against subversion of the standard by embrace and extend tactics The licenses attached to the standard may require the publication of reference information for extensions and a license for all others to create distribute and sell software that is compatible with the extensions An Open Standard may not otherwise prohibit extensions Standards we implement include but are not limited to W3C HTML XML CS WAI etc Java as published by SUN NET as published by Micros
8. s web sites and enterprise applications with the appropriate interfaces e g document management 2 OVERVIEW MAIN FEATURES Crawling e Scheduled or ad hoc crawls e Database file system web site or XML service indexing e Support for a wide range of documents including PDF Microsoft Office HTML any data schema e Stemming and lemmatisation e XHTML stripping to remove headers footers menus and furniture e Metadata extraction e Raw document cache Searching and results presentation e Faceting parameterised search results e Dynamic highlighting e Thumb nailing display of thumbnail of the web page or document on mouse over e Image and media library modes e Suggested searches as dynamic drop down from search box e Configurable boosting e Document boosting against keywords e Main links e Credential controlled searching e Did you mean e More like this e Dynamic boost of frequently selected documents e Advanced search options including raw query language e CSS driven styles e Accessible output e Recommended links Configuration amp reporting e Configurable noise words stop words aliases and other dictionaries e Recommended link management Enterprise Search Product Description September 2013 e Document boost management e Reports o Top searches o Null searches o Top referrers o Successful searches o Clicked through searches o Top documents o Usage analysis e Configur
9. the stated requirements 6 3 Training Training is charged according to the SFIA rate table For staging environment add 300 PCM Enterprise Search Product Description September 2013 These are estimates based on our experience of the time needed to create a comprehensive search solution with faceting More complex applications may cost more to implement but will not normally impact monthly charges 6 4 Implementation and bespoke development Implementation and bespoke development are charged according to the SFIA rate table Fixed price guotes are provided for implementation based on the stated requirements 6 5 Training Training is provided in the following manner e Onsite training e User manual e User wiki forum coming soon Termination terms Either party Consumer or System Associates shall provide three months written notice of any intention to terminate the service subject to a minimum 12 month contract 7 Government ICT Strategy and Greening System Associates provides solutions and develops software to use open standards systems to be re used in multiple applications in line with the Government ICT strategy and Information principles for the public sector Our hosted systems are based on virtual server and cloud technologies that foster the efficient use of equipment We use datacentres that use as high a percentage of renewables as possible and use offsetting to account for additional carbon us
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