Extended ECM - Guide to Cloud Services - Whitepaper.pdf

OpenText Extended
ECM Cloud Edition -
Guide to Cloud
Services
Technical White Paper
October 2021
The Information Company

OpenText Extended ECM Cloud Edition -
Guide to Cloud Services
The Information Company 2
Contents
1 Cloud Solution Overview ................................................................................3
1.1 Extended ECM Cloud Edition ....................................................................3
1.2 Solution Components ................................................................................3
1.3 Metrics .......................................................................................................4
1.3.1 OpenText Licensing.........................................................................4
1.3.2 SAP Resell Licensing ......................................................................5
2 Service Level Policies .....................................................................................5
2.1 Service Regions.........................................................................................5
2.2 Service Availability/Reliability ....................................................................5
2.3 Service Recovery Objectives.....................................................................5
2.4 Service Options .........................................................................................6
3 Deployment and Services ...............................................................................6
3.1 Cloud Service Instances............................................................................6
3.1.1 Production Environment ..................................................................6
3.1.2 Pre-production / Test Environment..................................................7
3.2 Onboarding ................................................................................................7
3.3 System Updates ........................................................................................7
3.4 Configuration and Customization ..............................................................7
3.5 Service Request Fulfillment.......................................................................8
3.6 Migration Service .......................................................................................8
3.7 Exit Process and Data Return Service ......................................................8
4 Data Policies, Security and Privacy...............................................................8
4.1 Data Life Cycle and Data Deletion ............................................................8
4.2 Encrypted Data Transfer............................................................................9
4.3 Data Encryption and Protection.................................................................9
4.4 End user authentication and authorization ................................................9
4.5 Software Security Assurance Program......................................................9
5 Standard Compliance and Certifications ....................................................10
6 Further Information........................................................................................11
About OpenText ..............................................................................................11

1 Cloud Solution Overview
1.1 Extended ECM Cloud Edition
Extended ECM is a product family based on Extended ECM Platform with Enablers on top,
that provide a productized integration into various business applications and environments.
The cloud editions are the corresponding cloud services, which are hosted and managed by
OpenText as private cloud installations for the customer, plus additional end user client
software, and service management.
Available as Cloud Editions are the following offerings:
• Extended ECM Platform
• Extended ECM for SAP Solutions
• Extended ECM for SAP SuccessFactors
• Extended ECM for Salesforce
• Extended ECM for Microsoft Office 365
• Extended ECM for Engineering
• Extended ECM for Government (planned)
The Enablers for Microsoft Office, various SAP solutions, Salesforce, or other extensions can
be activated through add-on subscriptions, which are added to the Extended ECM Platform
subscription.
Extended ECM Platform Cloud provides a number of APIs that can be leveraged for integration
with other business applications (e.g. REST API and CMIS API). Please refer to the release
notes for a complete list of APIs that are supported.
1.2 Solution Components
Extended ECM Cloud Editions are hybrid solutions, consisting of the cloud services and client-
side software. The client-side software includes components such as Imaging client and
Windows desktop integration components as well as software parts that provide the tight
integration into the business applications. Service management is also included in the
subscription.

The detailed list of components and client-sides software is documented in the respective
release notes.
Client-side components are delivered in different ways:
• Managed download and deployment using OpenText System Center Manager
• Download of individual installers on OpenText MySupport (OpenText direct customers)
• Download from SAP Software Distribution Center (SAP reseller customers)
• Activation on Salesforce AppExchange (Salesforce customers)
System Center provides capabilities to install the client-side part of the solution and even
automate the deployment process using the Execution Plans feature. System Center is an all-
in-one solution, where customers can find information about OpenText products, download,
install, or automate the deployment process and maintain the application, apply patches and
updates. System Center is available for download from OpenText MySupport (OpenText direct
customers) and from SAP Software Distribution Center (SAP reseller customer) as part of the
Extended ECM Cloud Edition software download.
1.3 Metrics
The subscription metric is based on named user.
A certain amount of storage is included with the subscription. Additional storage can be
subscribed in advance. When the subscribed storage is exceeded, the difference will be
charged on an annual basis.
There are some differences if the solution is acquired from OpenText directly or via SAP
Resell.
1.3.1 OpenText Licensing
There is only one user type, the profile is considering 20% power users and 80% occasional
users. Minimum quantity is 100 named users. A user license includes 1 GB of storage per
user.

An exception is Extended ECM for SAP SuccessFactors which is licensed based on the
number of active employees, 50MB of storage per employee and a minimum quantity of 5,000.
1.3.2 SAP Resell Licensing
When Extended ECM is licensed via SAP, there are two user types, a full user and
an occasional user (limited use), where the usage is limited to maximum 52 login
days per year. Minimum quantity is 150 full users.
150GB of storage is included in the initial subscription.
2 Service Level Policies
2.1 Service Regions
OT cloud for Extended ECM has global reach, with either deployment in OpenText owned data
centers or using Google Cloud Platform (GPC) datacenters. Hyperscaler datacenters other
than GPC can be used as an exception if needed for data residency requirements.
With the EU data protection zone, OpenText provides a separate data zone so that European
customers that want to ensure that both their data and support staff remain within the borders
of the EEA (European Economic Area), can be assured by OpenText security, policies,
procedures, and contracts that we will do just that. The European Data Zone is completely
segregated away from the global data zone where OpenText global customers reside.
2.2 Service Availability/Reliability
Extended ECM Cloud Edition service has a Target Service Availability (TSA) objective of
99.5% availability per month for the production system.
Achievement against this target is measured and reported monthly: Service availability applies
to the Production Instance only. The target service availability is measured on application level
by accessibility of the web user interface of the Extended ECM Service, and does not include
the internet connection.
2.3 Service Recovery Objectives
OpenText grants the following service recovery objective for Extended ECM Cloud Edition.
Recovery time objective (RTO): Up to 7 days
The maximum elapsed time between declaration of a disaster event and the time production
services are restored.

Recovery point objective (RPO): Up to 24 hours
The maximum period during in which data might be lost if a disaster event occurs.
An enhances disaster recovery service can be provided upon requests, with RTO and RPO of
8 hours.
2.4 Service Options
The standard service infrastructure of OpenText™ Extended ECM Platform Cloud Edition can
be extended with the following:
• Additional storage capacity
Note: 1GB storage per user is included for OpenText direct customers, 150GB for SAP
Reseller customers.
• Business Continuity support (OpenText direct customers only)
• Premium service management (OpenText direct customers)
3 Deployment and Services
3.1 Cloud Service Instances
OpenText provides by default one production instance and one pre-production (test) instance.
Further instances can be requested as additional subscription.
The service is provided as:
• Production Instance. The Production Instance will be the primary Cloud Services
instance used by the Customer’s business operations, which contains live production
content.
• Non-Production Instances. A test instance used for change control activities and
testing Services configuration changes prior to propagation onto the Production
Instance. Non-production instances may not be scaled to the same size as the
Production Instance and therefore may not be used for load testing unless otherwise
mutually agreed.
• Other instances. Other non-production Instances may also be ordered separately.
This could be instances for application development, testing of application releases or
end user training.
OpenText uses a standardized architecture and scaling based on to the number of users and
the ordered service levels to meet the customer’s use case.
3.1.1 Production Environment
The production environment is built based on the ordered configuration, for the
number of named users and the allocated storage. The user profile assumption is
20% power users, 80% occasional user. This is based on experience with many

customers, there is no need for a detailed usage profile analysis before creating a
quote
3.1.2 Pre-production / Test Environment
The pre-production instance is intended to be used by the customer for test activities.
Production and test instance are functionally separated and have different access accounts.
The pre-production system offers every customer a limited space to store files (up to 50 GB).
The customer is responsible to monitor the used space and clean up the space in time.
The SLAs do not apply to the test instance.
3.2 Onboarding
When provisioned in the Cloud, the environment has a pre-defined architecture based on the
services contracted and the number of users purchased. The products defined as part of the
service are installed and configured with Business and System Administration Roles (see also
the section on “Configuration and Customization”).
The Customer receives the URL and initial credential to access the environment for business
administration tasks. If a partner is involved, who is doing the service configuration for the
Customer, the partner should get the access information directly from the Customer.
On the OpenText side, an Onboarding Manager is assigned to Cloud solutions engagements.
During the onboarding phase, the Onboarding Manager will work with the Customer to plan
and implement the provisioning of the Cloud Services (“Onboarding”). The Onboarding
Manager is the Customer’s main point of contact within OT during this phase.
In addition to the provisioning the Cloud Services, Onboarding will provide:
• A communication plan, including listing key contact details for both parties and service
reporting cycles.
• Information about raising Support Requests and Change Requests.
3.3 System Updates
Quarterly updates of the cloud service components are included in the subscription. The
updates include OpenText products in the cloud environment, databases, operating systems,
middleware, security software, etc.
3.4 Configuration and Customization
OpenText Cloud offerings are a managed service, operated by OpenText. There is strict
separation of duties, which restricts what customers are required to do or allowed to do.
Customers are responsible for configuring the system from a business perspective. This
differentiates the service from an on-premises deployment where customers have full
responsibility for both system operations and system configuration.

To accommodate the separation of duties, OpenText has separated system administration
functions and business administration functions. The separation of duties is defined in the
Release Notes and the Request Catalogs of the individual products. The Request Catalog of
the specific products lists which tasks can be accomplished in self-service (Business
Administration) and which tasks require the involvement of OpenText (System Administration).
Business Administrators configure the application within the constraints of the configuration
and administration guides. All configuration that is listed as self-service in the Request Catalog
can be completed by Customers or Partners.
3.5 Service Request Fulfillment
The Request Catalog of Extended ECM Platform Cloud Edition lists all configuration possibilities
for the cloud services. The Request Catalog is available on OpenText MySupport.
3.6 Migration Service
Data existing on a customer’s on-premises system can be migrated to the cloud environment.
This requires an engagement with OpenText Professional Services.
3.7 Exit Process and Data Return Service
The customer owns the data and has the right to get their data back. Upon notice of intent by
either party to terminate the subscription, OpenText will provide a one-time Data Return
Service as a data extraction service to the customer if requests prior to termination of a
contract. This data return service may require a respective fee.
Because of the potential data size, the data return service is not included in the standard
service fee and may require a dedicated Professional Service engagement. The parties may
enter a separately negotiated statement of work whereby the customer engages OpenText to
assist in a data extraction engagement to retrieve Content from the Services.
There is a wind-down period for post-termination data retrieval of 30 days to ensure that
customers can export and retrieve their customer data stored in the cloud archive. After that
period, the customer data in the archiving service will be deleted by OpenText.
4 Data Policies, Security and
Privacy
4.1 Data Life Cycle and Data Deletion
Extended ECM Cloud Editions use OpenText Core Archive or OpenText Archive Center to
store the content securely and compliant. Core Archive is the default deployment, where the
content is store in a cost-effective multi-tenant environment. In case where specific
requirements for data residency exists, Archive Center is used with a deployment as
component in the private cloud environment of Extended ECM.

The data life cycle will be determined by the customer. Customers can use Extended ECM
Records Management to define a retention periods for the content. In the case of Extended
ECM for SAP Solutions, also SAP Information Lifecycle Management can be used as the SAP
WebDAV ILM interface is supported.
Any delete request sent to Core Archive or Archive Center, either automatically or explicitly by
Extended ECM or the customer’s application, will delete the content from the storage including
the replication system and delete the metadata from the database.
4.2 Encrypted Data Transfer
Extended ECM secures the data transport by SSL/TLS and checksums.
4.3 Data Encryption and Protection
With the default deployment, content is stored in Core Archive or a private deployment of
Archive Center. The content is encrypted by using the encryption-at-rest functionality of the
storage system.
4.4 End user authentication and authorization
User authentication is done through OpenText Directory Service. OpenText Enterprise
Directory Synchronization is used provisioning users and groups from on premise enterprise
directories to Directory Services. This is configured during the on-boarding process. Extended
ECM supports LDAP synchronization over a secure connection, external IDPs like AzureID or
others. Single Sign On is provided via OAuth and SAML 2.0 authentication handlers in
OpenText Directory Services.
4.5 Software Security Assurance Program
The OpenText Product Security Assurance Program (PSAP) helps to ensure that all products,
solutions, and services are designed, developed, and maintained with security in mind, and to
provide OpenText customers with the assurance that their important assets and information
are protected at all times.
Key elements of the program are
Concept and design:
• Application security requirements, specifications, and features
Development:
• Secure coding principles
• Training and awareness
• Secure coding standards
• Static application security testing (SAST)
• Third-party component tracking
Testing and quality assurance

• Dynamic application security testing (DAST)
• Direct assessments
• Security documentation
• Issue management and risk treatment
Embedded into this program are regular security scans and also penetration tests conducted
by external agencies. Scheduling depends on risk profile and toolset, some tests are executed
daily while others are done at least once a year.
Please refer to the OpenText Product Security Assurance Program for a detailed
description.
5 Standard Compliance and
Certifications
The OpenText Extended ECM Cloud services are certified according to ISO27001:2013 and
SOC2 Type II and scoped to both application level and region level. OpenText is continuously
investing in extending the certification to new regions.

opentext.com/contact
Copyright © 2021 Open Text. All rights reserved. Trademarks owned by Open Text. 11
6 Further Information
OpenText Cloud Services Program Handbook
https://www.opentext.com/file_source/OpenText/en_US/PDF/opentext-ems-cloud-services-
program-handbook-en.pdf
White Paper - Overview of the OpenText Cloud
https://www.opentext.com/info/overview-of-the-opentext-cloud
Product Information and Documentation in MySupport:
https://knowledge.opentext.com/knowledge/cs.dll/open/products
OpenText Extended ECM web page on www.opentext.com
https://www.opentext.com/products-and-solutions/products/enterprise-content-
management/extended-ecm-platform
OpenText Partner Access to the Cloud.pdf
https://knowledge.opentext.com/knowledge/llisapi.dll/link/78400320
About OpenText
OpenText enables the digital world, creating a better way for organizations to work with
information, on-premises or in the cloud. For more information about OpenText
(NASDAQ/TSX: OTEX), visit opentext.com.
Connect with us:
OpenText CEO Mark Barrenechea’s blog
Twitter | LinkedIn

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